Job Description

Role - Director / Senior Director - Customer SuccessPurpose of the role - We will not be successful unless our customers are receiving massive value from our service. RG is looking for a Account Manager whowill own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).ResponsibilitiesDrive 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 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
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement

Manage Customer Success Activities

• Onboarding
• Training
• Professional Services
• Customer Support
• Customer Success Management
• Renewals
• Cross-sell / Up-sell
• Advocacy

Competencies

• Minimum 10 years experience with significant time spent in hospitality/travel technology.
• In-depth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.)
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience with a strong commercial acumen
• Ability to read commercial contracts and understand legal clauses
• 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

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