Customer Success Manager

About this role

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Skills you'll use

What you'll do

• Support the Director’s efforts to develop, deploy and maintain team engagement strategies and performance metrics aligned with organizational expectations and customer success metrics
• Facilitate onboarding, closing any gaps in expertise or knowledge and promoting continued education
• Develop and maintain relationships with commercial, product, and delivery team members necessary to be successful and effective as the voice of the customer
• Effectively engage customers as part of their book of business,
• Establish customer baselines and either partner to create or refresh their customer success plan
• Create engagement strategies that promote customer success, goal attainment and value realization
• Serve as the customers liaison with Aven operations and, more broadly, the customer’s champion
• Partner with the commercial team to report on customer progress and areas of greater opportunity
• Support their Aven Hospitality colleagues as they support customer success
• Support efforts to report team performance metrics and offer strategies to increase impact and expand outcomes

Who can apply

• Minimum 5 years of customer success, relevant sales, consulting, or hospitality distribution/revenue management experience
• Extensive experience with SynXis CRS and deep understanding of Hospitality commerce, including revenue management, total revenue attainment, distribution strategies, guest acquisition and retention strategies, cost of goods/service sold and knowledge of the competitive landscape, key trends, opportunities, and challenges
• Bachelor’s Degree or equivalent in relevant field, including relevant industry experience
• Proven experience in fostering customer relations and supporting customer goal attainment and value realization
• Proven ability to influence cross-functional teams within a global matrix organization, with strong capabilities to build relationships with internal and external stakeholders
• Professional presence and business acumen with articulate and persuasive oral and written communication skills
• Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers
• Strong people skills and extremely resourceful
• Strong knowledge of the travel/hospitality markets and/or enterprise software space

About Aven Hospitality

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