Position Summary

As a Customer Success Manager, you'll be the beacon guiding hotel clients through their

transition from traditional methods to their innovative digital platform. You will be responsible for

establishing a strong relationship with new prospects as well as maintaining a strong relationship

with existing accounts. Your effective communication and interpersonal skills will help you succeed

as a Customer Account Manager.

Essential Duties and Responsibilities

Understand and align with customer goals and challenges.

Enhance customer Gross Merchandise Volume (GMV) and ensure they channel all

purchases.

Foster robust relationships across diverse organizational levels.

Spearhead success planning and Executive Business Reviews.

Educate users on maximizing offerings.

Analyze customer expenditure, savings, and platform engagement.

Monitor product adoption metrics, anticipating challenges and opportunities.

Actively gather and relay customer feedback to internal teams.

Collaborate cross-functionally to enhance the customer journey.

Innovate and implement process improvements for team efficiency and service quality.

Knowledge, Skills, and Abilities

Demonstrated capability in nurturing customer relationships and managing service

lifecycles.

Proven experience in guiding customers to maximize product utility.

Aptitude for data analysis and deriving actionable insights.

Leadership traits showcasing assertiveness, problem-solving, and a growth mindset.

Exceptional communication skills.

Experience in engaging with senior executives.

Ability to thrive in a dynamic environment.

Background in hotel operations, preferably in Food & Beverage.

Spanish proficiency. Preferred.

Previous stint in a start-up atmosphere. Preferred.

Familiarity with Zendesk and Customer Success platforms.

Education & Experience

Bachelor's Degree or equivalent experience.

3 - 4 years in a Customer Success or Customer Onboarding role.