Customer Success Manager

The Customer Success Manager (CSM) has two primary responsibilities: monitor product usage and client activities in order to increase customer value and retention; monitor and support ad hoc account management requests from Cendyn’s core clients utilizing the customer service portal. The CSM will utilize product KPIs and industry best practices to surface opportunities to provide relevant solutions to Cendyn clients. The CSM works closely with account management, commercial and senior leaders to provide recommendations on customer life-cycle management and join client account managers to provide expertise and strategic recommendations. The CSM also works closely with the product owners and engineers to identify key data points to measure client usage and product performance.

Job Responsibilities
Drive account health and renewals.
Accountability for all client related items.
Maintain expert-level knowledge of Cendyn products and cross-functional capabilities
Utilize product KPIs to identify at-risk clients and assist account management with recommendations to improve performance
Work directly with clients to resolve account management support tickets
Create customer success documents for internal training and client presentations
Monitor product usage and performance metrics to provide reporting and insights to leadership teams
Work with Training and eLearning team to provide recommendations and best practices to improve client usage
Complete product training programs and pass certification tests as required by the Customer Success Director
Identify and escalate potential client issues
Work with team leads to identif
Job Requirements
BA or BS from accredited college or university
Experience in product/software training
Experience working in the email marketing field, preferably in the hospitality vertical
Familiarity with CRM database applications and enterprise-level software to include Booking Engines, Hotel Revenue Software, and Sales Enablement tools.
3+ years of experience in account management or hotel marketing/revenue experience
3+ years of experience in software training or product support
Required Skills:
Strong time management skills
Self-motivated, goal oriented, and able to work in a team environment
Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
Strong analytical, problems solving and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions
Strong overall business and people skills, including planning, presentation skills and business acumen
Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis
Strong interpersonal/communication skills
Computer proficiency in Google Analytics, Outlook, Excel, MS Word, PowerPoint, etc
Work Environment:
This job operates in a remote environment.