Customer Success Manager

hace 2 días

Ciudad de México Book4time A tiempo completo

**Customer Success Manager**

Book4Time is a global leader in wellness and recreation management solutions for the hospitality market. Our SaaS platform manages the end-to-end guest experience and back office operations for hotels, resorts, casinos and private clubs in over 85 countries.

We are looking for a resourceful Customer Success Manager that can build, manage and nurture long-term relationships with key customers.

Reporting to the Director, Customer Success, the Customer Success Manager will be accountable for assigned client accounts; you’ll manage relationships with key contacts at all levels of the organization. As the ambassador for the client and Book4Time, you’ll play a key role in helping drive their success through strong product adoption, while also identifying new growth opportunities for Book4Time.

**Job Duties**:
Adoption & Churn
- Develop and maintain strong relationships with assigned accounts, business users and key influencers to ensure the highest level of customer satisfaction, product adoption and account reference-ability.
- Collaborate with the onboarding team to ensure a successful and seamless transition of new customers post-go live.
- Collaborate with the sales team to help identify and drive upsells opportunities for new products, licenses and partner integrations.
- Operate with a zero churn mindset by proactively soliciting and monitoring client satisfaction, product usage and adoption to mitigate potential churn risk at all times.
- Proactively follow-up any negative feedback and DSATs by ensuring all internal stakeholders are aware and appropriate remediations are put in place to avoid future occurrences.
- Partner with the finance team on overdue billing renewals and assist with any collection issues to avoid account deactivations.
- Partner with the sales team on contract renewals by providing insight on account health, satisfaction, usage and adoption.

Relationship Strength & Depth, NPS
- Ensure any unique feature requests and/or custom delivery projects and commitments are appropriately identified, understood and carried through with the internal stakeholders needed to deliver on time and with the desired results.
- Support internal stakeholders with client communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveys.
- Assist in any other tasks and projects as assigned.

Expertise you’ll bring:

- 2+ years of experience in managing client relationships preferably in B2B software / SaaS
- Experience working in a hotel, spa or wellness business in an operations/client facing role (Must have)
- Excellent verbal and written communication skills - ability to articulate complex topics, issues and resolutions both orally and in writing
- Must have strong business acumen, problem solving, multi-tasking and analytical skills
- Flexibility in working outside normal business hours as required to meet with clients. This role is to manage independent accounts in North America.
- Excellent presentation skills, both online and in person
- Proficiency across multiple platforms, such as Salesforce, Zendesk, Pendo, Google Suite, would be considered an asset.

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