Customer Success Manager - Remote | Wfh

Reporting to the Director and Associate Director of Customer Success, the Key Account Customer Success Manager collaborates with Key Account Managers/Directors to create and execute service and Account Development Plans. This role provides product expertise for our largest, key account customers, focusing on building strong, consultative relationships and delivering excellent customer service. The primary goal is to champion customer requests, understand the hotel distribution landscape, and provide recommendations to maximize clients' revenue with Cendyn products and related services.
Our commitment to Customer Success is integral to our long-term profitability. Our success is directly tied to the value our customers receive from our service.
Responsibilities
Essential Functions:
Accountability
Serve as the product expert and Super User by educating clients on new and existing products/features.
Provide coaching and education to improve the adoption of Cendyn products.
Act as an escalation point for Customer Support, Account Management, and Customer Success on product challenges.
Own the success and health of assigned customers by creating and achieving short and long-term objectives in the Account Development Plans.
Define measurable goals and objectives with clear outcomes and ensure cohesive communication across internal and customer audiences at all levels.
Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively aligning, tracking, and evolving customer business goals.
Review and follow up on key account customer request tickets.
Track key account customer critical success factors, KPIs, and product performance.
Prepare and report on the performance of Account Development plans at an executive level on a quarterly basis.
Excellence
Automate Routine Tasks To Enhance The Exceptional
Encourage customers to use self-service options through our customer service portal.
Develop and deliver monthly product webinar trainings for Cendyn customers, serving as the foundation for online learning paths for internal employees and customers.
Analyze trends in clients' data and identify opportunities to provide best practices and industry insights to optimize revenue potential based on performance metrics.
Identify and mitigate potential risks that customers may face, collaborating with internal teams.
Assist in creating and executing Service Recovery plans.
Collaboration
Coordinate With Key Account Managers/Directors To
Prepare for monthly performance meetings with Key Accounts.
Prepare for Key Account Quarterly Business Reviews (QBR) and participate in delivering results for Customer QBR and Internal/Stakeholder QBR.
Develop and execute key account customer strategies, ensuring contract renewal.
Manage customer expectations by intimately understanding and communicating customer requirements to internal teams and by educating customers about new solutions.
Advocate for our customers, ensuring the organization understands customer requirements and ROI.
Collaborate with sales and account management teams on potential growth opportunities.
Continuously identify account needs, growth potential, and upsell opportunities.
Liaise with the Implementation team to oversee key account customer implementations of our products.
Innovation
Identify opportunities for ongoing learning to ensure full implementation and product adoption by each key account customer.
Provide input and feedback from a key account perspective to the Cendyn Product Management team regarding solution features and functionality.
Facilitate workshops and knowledge sharing with customers on best practices, new features, and information about our products and services.
Contribute to the ongoing initiative to continuously improve our approach to securing customer success efficiently and effectively.
Demonstrate the ability to create structure in ambiguous situations.
Humanity
Collaborate effectively to achieve objectives, building and nurturing strong relationships.
Develop solid relationships with teammates, business partners, and specialists through teamwork, partnership, and collaboration, whether in a virtual or face-to-face environment.
Maintain a strong team-player work ethic while engaging with all levels of the organization.
Continuously upskill, train, and learn to maintain product expertise and professional development.
Non-Essential Functions
Possess general knowledge of major Property Management Systems and their integration with Cendyn products.
Deliver impactful presentations to influence customer actions.
Use Salesforce, Zendesk, and other CRM products to communicate and track customer interactions.
Requirements
Required Education and Experience:
Demonstrated expertise in the hospitality industry or another industry with fixed, perishable inventory.
Comfortable working in a fast-paced technology firm and adaptable to changes.
Team player with a strong, approachable, go-getter personality and customer-focused attitude.
Proven customer success experience where client success metrics define your performance and client satisfaction is a top priority.
Exceptional listening, problem-solving, analytical, and negotiation skills.
Strong verbal, written communication, and presentation skills.
Proficient in MS Office preferred.
Competencies
Relationship Management: Ability to create and maintain strong relationships, grow accounts, and a commitment to customer satisfaction.
Planning and Organizational Skills: Excellent organizational and planning abilities, proven ability to manage multiple priorities.
Office Tools: Strong technical aptitude, proficient in Microsoft Windows-based office tools, including presentation software, database software, and desktop applications. Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
Analytical and Conceptual Thinking: Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
Innovation: Ability to initiate creative thinking for continuous improvement and departmental evolution.
Communication: Excellent communication and presentation skills. Solid communication skills to effectively interact with various levels of management, staff, and external contacts.
Demonstrated interpersonal skills for effective teamwork and maintaining a professional and positive manner.
Position Type
This is a full-time position.
Travel
This position may require up to 35% travel, which may include international travel, overnight stays, and work outside regular business hours.
EEO Statement
Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment at all company facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn's employees to perform their job duties may result in discipline, up to and including discharge.
Other Duties
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Salary: $ 30,000.00 Per Year