Manager Customer Success

hace 1 mes


Barcelona, España Tripadvisor A tiempo completo

We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

The Customer Success Manager leads a team of Customer Success Executives in a fast-paced environment, focusing on onboarding, retaining, and expanding a portfolio of existing customers.

The CS Manager is ultimately responsible for portfolio management with a broad range of actions.

They will be driven to perform, conscious of daily, weekly, monthly, and quarterly performance. Able to interpret data and analyze trends for the future, as well as individual team members' gaps and strengths, to collaborate with the extended team (Sales Enablement, PeopleOps, and BizOps) to develop actions for improvement.

The role will report to the Senior Manager of Business Development.

**RESPONSIBILITIES**
- Hitting Financial Goals through strategy planning and execution.
- Employee engagement covering all aspects of the employee's lifecycle at TAMG.
- Pipeline and Forecast Management.
- Active coaching for success - call shadowing, pitch sharing, one-on-ones, staff meetings, and spontaneous opportunities that arise throughout the day2day activities of the team.
- Conflict Management/Change Management/Performance Management.
- Ensure optimal coverage of all territories at all times.
- Coach the team on customer engagement skills such as negotiation, objection handling, and closing skills.
- Execute on weekly forecast and pipeline review governance model.
- Work across other core disciplines in Inside Sales to ensure smooth touchpoints and handovers.
- Work to onboard new talent and improve the ramp time for total productivity.
- Provide support to the team by handling customer call escalations, answering questions that the sales team cannot, and addressing customer service issues.
- Listen to phone calls throughout the day to improve performance and ensure Quality Assurance levels are met.
- Track and report on Key Performance Indicators.
- Liaise with relevant internal stakeholders quickly and effectively to resolve sales issues when they arise.
- Leverage leadership to hold the team accountable and inspire them to achieve results.
- Help to create a team environment that rewards achievement and makes employees want to come to work every day.
- Significantly grow the existing business by ensuring we have the renewal and optimization activities possible.

**REQUIRED SKILLS AND EXPERIENCE**
- At least 3 years of Sales Management experience; experience leveraging technology to enable clients is a plus.
- Exceptional business judgment acting with high integrity.
- Exceptional SFDC knowledge is a plus, above average knowledge of tools and systems that enable higher efficiency in an Inside Sales environment.
- Demonstrates skills of a change agent, flexible to change, expresses a level of maturity related to business changes, and demonstrates empathy as change relates to individuals on the team.
- Demonstrates excellent teamwork, respectful of differing styles, viewpoints, experience, and diversity in general.
- Actively seeks out feedback to drive self-improvement; applies learned feedback quickly and with purpose.
- Comfortable advocating for customers in a collaborative manner that is easily understood and recognizes other teams' priorities.
- Is an advocate for the TAMG brand.
- Bachelor's Degree.

LI-AW1
LI-Hybrid



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