Customer Success Manager

at  Revinate

Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate’s mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!

ABOUT US

Revinate is the largest and most innovative provider of direct revenue-generating solutions in the hospitality industry. Revinate’s mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Our world class Omni Channel Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey.

SKILL AND COMPETENCY REQUIREMENTS

• Build Multi-Department customers relationships using relevant system features and data to engage and delight.
• CSM mentors CSM’s around developing sustained customer relationships.
• Persuasive/Professional Client Communication via phone, email and when presenting is professional, informative, concise and takes into consideration all audience members.
• CSM is able to read the room and is persuasive and engaging.
• Ability to influence and impact clients business - experience, credibility and technical knowledge ensure that the CSM is seen as a trusted partner, whose recommendations are sought out by customers.
• CSM understands change management and knows how to indirectly apply strategies at all levels of the organization while confronting brutal facts within the client’s business.
• Strategic and Analytical Thinking, CSM understands strategies that drive top line revenue for customers.
• Ability to analyze, interpret, spot trends, and suggest action in a simplified actionable manner.
• Technical and Professional Knowledge and Expertise -strong understanding of Revinate Technology and Best Practices and their integration within customer accounts.
• Show’s mentorship orientation with other team memes on this topic.
• Fostering Innovation, CSM approaches their accounts with an innovative mindset, while always placing customer success at the forefront.
• Candidates must be able to demonstrate skills to negotiate issues with peers, partners and customers using a Win/Win philosophy.
• Experience in sales methodologies used to prospect within the account, consult with the customers on business issues, create and present proposals, negotiate terms, and close sales/renewals.

QUALIFICATIONS

• Bachelor’s degree (BA or BS) or equivalent education combined with work experience in the hospitality, tourism or technology industries.
• 3+ years of experience in a business environment, with focuses either in, strategic account management, consultative sales, marketing or business operations, preferably within a SaaS model.
• Must be able to travel 25% of the time at a minimum.
  Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

ROLE OVERVIEW

The Revinate Customer Success Manager (CSM) will have a proven record of successfully retaining customers. The CSM is responsible for owning and maintaining the entire customer relationship and engagement journey with Revinate’s higher value customers. Customer adoption, growth, expansion, NPS and renewals are key deliverables for your defined segment of customers.
This is accomplished through intently listening to the customers business needs and aligning the Revinate product solutions to meet customer objectives. The ideal candidate will have a history in a SaaS technology company of maintaining high retention rates while subsequently mitigating churn through defined and calculated strategies. This person will work best in a dynamic, technology-driven environment utilizing web conferencing technology and on-site interactions to effectively manage a high velocity of activity. As a Revinate product expert the CSM will contribute to onboarding and training/mentorship of new CSM’s driving performance and value across all Revinate products.

DUTIES RESPONSIBILITIES

• Develop and manage contacts at all organizational levels achieving a consultative value based Trusted Advisor relationship.
• Maintain consistent engagement across the organization and with key stakeholders.
• Consult with customers on an ongoing basis to identify business challenges and prepare or update strategic recommendations to optimize Revinate software solutions focusing on achievement of client monthly, quarterly, annual goals leading to positive ROI.
• Conduct monthly and quarterly business reviews providing thorough and insightful data analysis with customers to facilitate positive change.
• Identify successes and opportunities monetizing revenue increases or lost opportunities.
• Own the entire on-boarding process from the signed contract to training to launch to on-going success for Revinate’s higher valued accounts.
• Lead on-site software implementations and oversee training programs with cross-department teams to ensure that Revinate solutions are delivered to their full potential, thereby increasing engagement of system benefits and reducing time to value.
• Coordinate with the Implementation department to ensure successful product setup, integration and ongoing account support maintenance.
• Maintain knowledge, skills, and market awareness in industry trends and standards; seek out areas for professional development. Be proficient in public speaking and delivering compelling presentations.
• Deliver best practices to customers to help improve their overall Customer Success and the value that Revinate brings.
• Manage and execute Renewals with customers, coordinating closely with the Manager, Customer Success. Other duties as assigned.