Customer Success Manager

At Otelier we put data and efficiency at the heart of hotel operations so hoteliers can return to hospitality. As the hospitality software behind every great host we provide tools to automate back-office tasks streamline budgeting and forecasting and offer clear insights into property or portfolio performance. Embrace the opportunity to be part of a transformative journey with Otelier where we harness data to optimize operations facilitate decision-making and automate the mundane. This is not just a careerits a chance to shape the future of hospitality making data work for the industry not the other way around.

The Customer Success Manager will be an essential part of Oteliers Customer Success Team dedicated to enhancing customer experience promoting product adoption driving growth through renewals improving net retention and expansion. This role involves executing the vision established for the Customer Success team overseeing the transition of customers from the Implementation Team and managing customer interactions throughout their entire lifecycle. The Customer Success Manager will collaborate cross-functionally with Implementation Product Management Support Finance Sales and other teams to ensure a seamless high-quality customer experience throughout the entire customer lifecycle.

Responsibilities:

• Partner cross-functionally with Customer Success Sales Support Product Development & Engineering and other internal teams to deliver results according to agreed-upon timelines.
• Work closely in partnership with the customer and internal team members to ensure all parties are clear in expectations responsibilities and outcomes.
• Manage risks and issues to prevent delays and escalate when necessary or appropriate.
• Provide timely and accurate status updates to the customer and Otelier stakeholders.
• Maintain up-to-date knowledge of Otelier products and programs and assist in the development and maintenance of customer success methodology aligned to Oteliers product offering.
• Keep key stakeholders informed of status updates and changes and escalate issues or misalignments throughout the business as necessary.
• Define and recommend processes and procedures to facilitate better service delivery to clients.
• Manage the transition of customers from the onboarding team focused on retaining proactive communications and regular relationship check-ins.
• Develop trusted relationships with decision makers with each assigned customer and serve as the lead point of contact.
• Gather feedback from customers for continuous improvement within products and services.
• Coordinate delivery of any development items for customers post-implementation hand-off.
• Drive customer outcomes product adoption and customer experience.
• Influence future lifetime customer value through increased product adoption customer satisfaction and overall customer health scores.
• Reduce churn and drive new business growth through greater advocacy.
• Implement programs to optimize customer lifecycle satisfaction through coordinated communication efforts in concert with Sales Marketing and Product to highlight new product features and capabilities.
• Optimize and deploy processes to support growth of customer accounts coordinating with the implementation team to onboard new hotels with existing customers or add in new product solutions to existing customers.
• Act as a customer advocate to improve overall customer satisfaction by coordinating with other departments including Support and Product to manage any customer issues or requests.
• Address customer issues with speed and urgency orchestrating resources across the company as appropriate.

• Bachelors degree or equivalent experience.
• 3-5 years of customer success experience within a SaaS company.
• 5 years of experience in customer-facing roles.
• Experience building relationships with customers across all levels of the organization.
• Experience supporting a global customer base
• Experience with hotel technology systems is highly preferred.
• Knowledge of multiple hotel systems such as PMS POS and accounting is preferred.