Role – Director / Senior Director - Customer Success
Purpose of the role – We will not be successful unless our customers are receiving massive value from our service. RG is looking for a Account Manager who
will own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).
Responsibilities
Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in journey (e.g.; usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
Manage Customer Success Activities
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
Competencies
- Minimum 10 years experience with significant time spent in hospitality/travel technology.
- In-depth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.)
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience with a strong commercial acumen
- Ability to read commercial contracts and understand legal clauses
- Strong empathy/obsession for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills