[A075] | Customer Success Manager

[A075] | Customer Success Manager

14 sep
|
RateGain
|
Barcelona

14 sep

RateGain

Barcelona

About RateGain: RateGain is a leading provider of SaaS products, which help travel and hospitality companies with cognitive revenue management, smart e-distribution, and brand engagement to make more revenue every day. RateGain is proud to support 250,000+ hotel properties globally by providing 240 billion rate and availability updates & powering over 30 Million bookings. RateGain is trusted by 25 out of the top 30 OTAs, world’s fastest-growing airlines, 23 of the top 30 hotel chains, tour operators and wholesalers, all top car rental companies, largest cruise lines, and the largest travel management companies. In 2018, RateGain acquired DHISCO, which made it the only company in the world to offer end-to-end smart distribution.

In June 2019, RateGain acquired award-winning BCV to offer guest experience cloud to maximize guest lifetime value for hospitality chains. For more information, visit www.rategain.com.





Role: Customer Success Manager





Purpose of the role: We will not be successful unless our customers are receiving massive value from our service. RG is looking for a Customer Success Manager who will own driving success for our Enterprise customers. This role includes responsibilities for Customer Success activities (e.g.; support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.) for a pre defined list of our Enterprise Customers.





Responsibilities:





- Drive Customer Success Outcomes

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through Collaboration with Enterprise Sales Team and greater advocacy and reference-ability





- Define and Optimize Customer Lifecycle



- Map customer journey

- Develop listening points in journey (e.g.; usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Identify opportunities for continuous improvement



- Manage Customer Success Activities



- Training

- Professional Services

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell / Up-sell

- Advocacy



Competencies:





- Minimum 3 years' experience in Customer Success, Account Management or Retention.

- In-depth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.)

- Ability to manage influence through persuasion, negotiation, and consensus building

- Strong empathy/obsession for customers AND passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Excellent communication and presentation skills

- Fluent in English and required at least 1 other European language

- Salesforce.com CRM experience is highly appreciated

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.es/empleo/18848353/a075-customer-success-manager-barcelona/?utm_source=html

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