Customer Success Manager, Hospitality

🕒 il y a 16 jours

🎸 Tennessee – Distant

🎸 Tennessee – Remote

💵 $55 000 - $75 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Uniguest

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 1986

☁️ SaaS

🔧 Matériel

🤝 B2B

💰 €190 000 000 Debt Financing - Uniguest en 2021-06

SaaS • Hardware • B2B

Uniguest est un fournisseur de solutions d'engagement digital basées sur le cloud, offrant des CMS d'affichage dynamique, des plateformes IPTV et IP vidéo, des applications d'engagement et du matériel média optimisé. L'entreprise fournit des plateformes et Hubs logiciels pour la gestion de contenu, la télévision interactive, la vidéo à la demande, le webcasting, le guidage, la signalétique de salle, et des applications d'engagement spécialisées. Elle propose également du matériel géré (lecteurs média, encodeurs, têtes de réseau) et la distribution de chaînes aux intégrateurs et revendeurs AV. Uniguest dessert les secteurs de l'hôtellerie, de la santé, de l'éducation, des stades, des résidences pour seniors, du commerce de détail, des entreprises et d'autres secteurs, en mettant l'accent sur un engagement sécurisé et évolutif de l'audience à travers les écrans et les dispositifs.

Description

• Own a portfolio of customer renewals within a rolling 90-day window • Maintain clear visibility into renewal status, customer sentiment, risk, and next steps • Conduct proactive renewal readiness reviews to identify potential blockers or concerns ahead of renewal • Coordinate customer renewal outreach and follow-up activities through CRM and customer engagement workflows • Lead renewal-related discussions and coordinate internal alignment as needed • Identify and mitigate churn or down sell risk • Conduct structured account reviews and maintain ongoing account analysis for assigned customers • Document and maintain: Key stakeholder relationships and organizational contacts, Customer product footprint, subscriptions, quantities, and contract details, Product usage indicators and customer engagement trends, Open support and development issues, including severity and business impact, Renewal timing and renewal readiness status, Commercial risk indicators including declining usage, stakeholder turnover, unresolved support trends, organizational changes, or competitive risk, Potential alignment opportunities with future Uniguest platform offerings • Ensure customer account details and activity are accurately maintained within Salesforce and other CRM systems • Serve as the primary point of contact for assigned accounts • Establish and maintain a primarily quarterly customer engagement cadence, with additional touchpoints based on customer needs, escalations, or renewal activity • Build strong working relationships with customer stakeholders across hospitality organizations • Act as the voice of the customer internally, advocating for customer needs and business impact • Coordinate internal response efforts related to customer escalations and high-priority concerns • Partner with Support, Product, Professional Services, and Sales teams to ensure alignment and accountability on customer-impacting issues • Maintain accurate renewal forecasting and customer risk visibility

🎯 Exigences

• 5+ years in Customer Success, Account Management, Hospitality Technology OR equivalent customer-facing roles within the hospitality industry • Strong organizational, prioritization, and portfolio management abilities • Comfortable managing a high-volume portfolio of customer accounts in a structured and process-driven environment • Ability to identify customer risk, coordinate cross-functional activities, and manage competing priorities • Experience using CRM platforms such as Salesforce • Ability to travel up to 20%.

🏖️ Avantages

• Medical, Dental and Vision Insurance Plan options. • Pet Insurance Plan. • 401k Plan with Employer Match. • Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave. • Employee Assistance Program (EAP). • Employee Referral Bonus Program. • Career development and potential for advancement opportunities. • Performance bonuses. • Employee Recognition Rewards Program.