Director / Senior Director - Customer Success (OTA)
1 week ago
Purpose of the role
– We will not be successful unless our customers are receiving massive value from our service. RG is looking for a Account Manager whowill own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).
Responsibilities
Drive Customer Success Outcomes Increase renewal rates and reduce churn Expand our revenue in accounts through cross-sell and up-sell Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Drive new business growth through greater advocacy and reference-ability Define and Optimize Customer Lifecycle Map customer journey Develop listening points in journey (e.g.; usage, satisfaction, etc.) Standardize interventions for each point in journey Define segmentation of customer base and varying strategies Identify opportunities for continuous improvement Manage Customer Success Activities Onboarding Training Professional Services Customer Support Customer Success Management Renewals Cross-sell / Up-sell AdvocacyCompetencies
Minimum 10 years experience with significant time spent in hospitality/travel technology. In-depth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.) Ability to manage influence through persuasion, negotiation, and consensus building Ideally combined background of post-sale and sales experience with a strong commercial acumen Ability to read commercial contracts and understand legal clauses Strong empathy/obsession for customers AND passion for revenue and growth Deep understanding of value drivers in recurring revenue business models Analytical and process-oriented mindset Demonstrated desire for continuous learning and improvement Excellent communication and presentation skills-
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