Customer Succes Manager
hace 2 días
At OTA Insight, we're helping the hospitality industry with our BI solution to visualise and leverage its data in the most simple way so that they can make better revenue, distribution and marketing decisions.
Last year was our 10 year anniversary and it was a big one We raised a series B funding and have welcomed two companies to our organisation. With 400+ people, representing 36 nationalities living in 30 different countries, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionising the hotel sector?
We are expanding internationally and are looking for a full-time "**Customer Success Manager - Tech Touch**" based in **Madrid, Spain**; **Ghent, Belgium** or **remote Spain.**
We're looking for a data-driven individual who will help identify and drive the necessary changes to maximise efficiency and results in our Customer Success organisation. This is a new and exciting role which will work across all CS functions: Customer Success Management & Account Management.
Reporting directly to the Head of Customer Success your key mission will be to define and measure customer success objectives - in terms of onboarding, engagement / health score, expansion and renewal - and drive the effectiveness and efficiency of our Customer Success team by developing and scaling the operational foundation.
As Customer Success Manager - Tech Touch you will identify, create & implement operational processes and customer workflows for all stages in the customer journey and will help the CS team scale with data, analytics, and technology.
You should provide project leadership to keep building, refining and maintaining our new CS Tool (Gainsight) and drive adoption across our customer teams.
In this new role you will also be our Tech-touch CSM, and therefore act as the owner of a base of tech touch customers and create a programmatic customer lifecycle journey for customers in this account tier. You will have the opportunity to develop and shape this strategy from the beginning. You will lead the research, planning, coordination and execution of launching tech touch customer success service programs to drive on-boarding, engagement, expansion and renewal.
**Breakdown of the position**:
Analytics
- Track leading indicators of expansion, usage/adoption, renewals management, health score, NPS etc.. Develop analytical insights that drive recommendations for action around risk mitigation
- Develop analytical forecasts for account health and renewal based on transactional and behavioural data patterns of i.e. usage/adoption etc
- Bridge between the Data Analyst team and the Customer Success organisation
CS Strategy
- Identification, creation, implementation and maintenance of our customer playbooks / tech-touch programs for on-boarding, engagement, expansion & renewal for all account segments (Tech Touch, Mid Touch & High Touch)
- Further development and implementation of our internal Health Score model into our CS Tool (i.e. implementation of usage product benchmarks in HS etc)
- Assist with operations for NPS Closed-loop process org-wide
CS Tech Stack
- Selection, implementation and maintenance of CS Tool
- Responsible for wider CS Tool onboarding/training and adoption across the customer success organisation
- Lead CS "tech-stack" for our CS/AM team
- First point of contact internally for CS Tool related issues/questions
**Requirements**:
- Experience communicating and reporting operational data to cross-functional internal stakeholders
- 3 years of experience within a Account Management and/or Customer Success function
- Automation and playbook setup, automating tech-touch
- An thorough understanding of the Saas Customer Journey
- A solution oriented and consultative mindset
- Demonstrated ability to anticipate, mitigate and solve problems
- Solid experience with Gainsight would be a plus (ideally Gainsight Admin certified)
- Strong project management skills
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