Customer Success Senior Manager

What we’re looking for:
You are inspiring, authentic, intuitive, highly motivated, results-driven, and a fast learner. You want to work for a company with a positive work culture that is fast-paced and evolving. You believe that working for a diverse and inclusive organization is best and value transparency, agility, empathy, growth mindset and proactivity. You are data driven and comfortable with a high-volume workload (“roll up your sleeves” approach) and adept at dealing with a dynamic work setting.

Responsibilities:
As a Senior Customer Success Manager, you are the consummate team player, proficient at managing relationships, collaborating, and influencing across a variety of organizational functions. You play a pivotal role leading a team that is charged with building customer loyalty and retention. This cross-functional role will include business development, account management, operational tasks, and project management.

As part of a functional group that carries a strong entrepreneurial spirit, you should be prepared to make decisions with imperfect information, exhibit flexibility, be comfortable working independently, and embrace change. You must possess a unique blend of business and technical understanding.

Communications skills are key to success in this role. You will be part of a team of Onboarding Managers, Client Trainers, Programming/Development staff, and customer service staff. You will represent the team in your daily work with retailers, distributors, and suppliers in the hospitality industry. You will perform duties as assigned, which will include but not be limited to supporting sales efforts, maintaining sales databases, enhancing relationships with clients, coordination of product or service implementation for clients, and successfully managing the interests of internal and external stakeholders.

Key Attributes for success in this role:

• You are equally comfortable working independently or within a team.
• You are data driven, a quick learner, and comfortable learning new technologies.
• You are adept at dealing with a dynamic work setting and can manage a high-volume workload.
• You are highly organized, an avid multi-tasker, and creative.
• Strong writing and presentation skills.
• Excellent people and management skills to interact with customers, colleagues, cross-functional teams and third parties.
• Comfortable leading client product and training demonstrations

Additional Qualifications:

• 5-7 years of Customer Success experience
• Experience leading a team
• Extensive experience with customer surveys, NPS surveys, call campaigns, upselling and contract renewals processes.
• Familiarity with HubSpot or CRM tools required.
• Sales experience desired but not essential. Familiarity with sales processes is required.
• Advanced skills with Microsoft applications that may include Outlook, Word, Excel, PowerPoint and other web-based applications.