Customer Success Manager

**Job Purpose**:
Reporting to the Associate Director of Customer Success, the Customer Success Manager collaborates with Key Account Managers/Directors to create and execute service and Account Development Plans and provides product expertise for our largest, key account customers. This role is responsible for developing a strong and consultative relationship with their shared portfolio of key account customers, providing excellent customer service and championing customer requests. This role is expected to understand the hotel distribution landscape to provide recommendations and identify opportunities to maximize clients’ revenue with products and related services.

Given our business model, where our customers pay us over time, Customer Success is vital to our long-term profitability. We will be successful if our customers are receiving massive value from our service.

**Responsibilities**:
Essential Functions:

- Accountability_
- Serve as the product expert and Super User for Cendyn’s products
- Educate our clients on new and existing products/features
- Provide coaching and education to improve adoption of Cendyn’s products
- Serve as an escalation point for Customer Support, Account Management, and Customer Success on product challenges
- Own the success and health of assigned customers by ensuring that they meet their goals with Cendyn’s products and services by creating and achieving short and long term objectives in the Account Development Plans
- Define measurable goals and objectives with clear outcomes, ensure cohesive communication across internal and customer audiences at all levels.
- Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively align, track, and evolve customer business goals.
- Key account customer request ticket review and follow-up
- Key account customer critical success factors, KPIs, performance tracking of products
- Prepare and report on the performance of Account Development Plans at an executive level on a quarterly basis.
- Excellence_
- Automate the predictable so we can humanize the exceptional:

- Drive customers to self-service first via the customer service portal
- Develop and deliver monthly product webinar trainings for Cendyn customers. These recorded webinars will become the basis for online learning paths for internal employees and customers.
- Conduct regular meetings to analyze trends in clients’ data and identify opportunities to provide best practices and industry insights to optimize revenue potential, based on performance metrics.
- Recognize any potential risk that the customer may face, work with internal teams to mitigate and record potential risks.
- Assist with the creation and execution of the Service Recovery plan of action.
- Continuously share examples and best practices among customers, educate them on industry trends, new releases, and product enhancements.
- Proactively identify, develop, and support revenue growth opportunities while building relationships as a trusted advisor to customers.
- Share achievement and success stories.
- Collaboration_
- Coordinate with Key Account Manager/Director to
- prepare for monthly performance meeting with Key accounts
- prepare for Key account QBR and participate to deliver results for Customer QBR, and Internal/Stakeholder QBR
- develop and execute key account customer strategy
- ensure contract renewal
- Manage customer expectations, intimately understanding and communicating customer requirements to internal teams, and communicating/training customers of new solutions.
- Advocate for our customers, making sure that the organization understands customer requirements and ROI from products.
- Communicate internally with sales and account management teams on potential growth opportunities.
- Continuously probe to uncover account needs, growth and upsell potential
- Liaise with the Implementation team to oversee key account customer implementations on 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, on solution features and functionality.
- Facilitate workshops and knowledge sharing with customers on best practices, new features, and new information about our products and services.
- Contribute to the ongoing initiative to continuously improve our approach to efficiently and effectively secure our customers success.
- Confidence and ability to create structure in ambiguous situations.
- Humanity_
- Collaborate effectively to get things done, building, and nurturing strong relationships.
- Builds solid relationships with teammates, business partners and specialists by fostering teamwork, partnership, and collaboration in a virtual or face-to-face environment.
- A strong team-player work ethic with the ability to engage wit