Job
Description
As a Customer Success Manager at SiteMinder, your role will involve leading a team of Customer Success Advisors to deliver exceptional customer experiences and drive business growth. You will play a key role in optimizing customer retention and maximizing customer lifetime value. Here's what you'll be responsible for: - Team Leader & Coach: Guide and mentor a team of Customer Success Advisors, focusing on their professional growth through training, coaching, and performance management. - Retention Strategist: Become an internal Subject Matter Expert (SME) for customer retention and churn. Analyze data, identify trends, and develop data-centric strategies to minimize churn and maximize customer lifetime value. - Key Contributor: Ensure that your team consistently achieves or surpasses key performance indicators (KPIs) related to customer success. - Experience Architect: Collaborate with the Customer Success Advisors to deliver exceptional customer experiences that foster loyalty and advocacy. Identify areas for process improvement and work with the Enablement team to streamline customer journeys and optimize advisor efficiency. - Pipeline Master: Manage the customer success pipeline to ensure strong delivery against forecast. - Optimisation: Develop a deep understanding of how the hotel software is best optimized for customer success. Guide and train a team of customer success advisors to assist customers in optimizing their product experience. Utilize negotiation skills to build out contract negotiation skills within the team. Qualifications required for this role include: - Proven experience managing and motivating customer-facing teams. - Deep understanding of customer success best practices, with a track record of optimizing retention and growth. - Strong coaching skills, with the ability to provide constructive feedback, coach for development, and celebrate successes. - Experience in analyzing customer data to identify trends and develop data-centric strategies. - Excellent communication skills, both written and verbal, to inspire and motivate your team and collaborate effectively with cross-functional teams. At SiteMinder, we offer a range of perks and benefits, including equity packages, a hybrid working model, mental health initiatives, generous parental leave, paid birthday, study, and volunteering leave, sponsored social clubs, team events, and celebrations, Employee Resource Groups (ERG), and investment in personal growth through training opportunities. If you are a passionate leader with a knack for building high-performing teams and exceeding customer expectations, we invite you to join our team. Please send a copy of your resume to be considered for this role. SiteMinder encourages people from underrepresented groups to apply and invites applicants to share their pronouns and any adjustments they may need during the interview process. As a Customer Success Manager at SiteMinder, your role will involve leading a team of Customer Success Advisors to deliver exceptional customer experiences and drive business growth. You will play a key role in optimizing customer retention and maximizing customer lifetime value. Here's what you'll be responsible for: - Team Leader & Coach: Guide and mentor a team of Customer Success Advisors, focusing on their professional growth through training, coaching, and performance management. - Retention Strategist: Become an internal Subject Matter Expert (SME) for customer retention and churn. Analyze data, identify trends, and develop data-centric strategies to minimize churn and maximize customer lifetime value. - Key Contributor: Ensure that your team consistently achieves or surpasses key performance indicators (KPIs) related to customer success. - Experience Architect: Collaborate with the Customer Success Advisors to deliver exceptional customer experiences that foster loyalty and advocacy. Identify areas for process improvement and work with the Enablement team to streamline customer journeys and optimize advisor efficiency. - Pipeline Master: Manage the customer success pipeline to ensure strong delivery against forecast. - Optimisation: Develop a deep understanding of how the hotel software is best optimized for customer success. Guide and train a team of customer success advisors to assist customers in optimizing their product experience. Utilize negotiation skills to build out contract negotiation skills within the team. Qualifications required for this role include: - Proven experience managing and motivating customer-facing teams. - Deep understanding of customer success best practices, with a track record of optimizing retention and growth. - Strong coaching skills, with the ability to provide constructive feedback, coach for development, and celebrate successes. - Experience in analyzing customer data to identify trends and develop data-centric strategies. - Excellent communication skills, both written and verbal, to inspire and motivate your team
