RateGain - Director/Senior Director - Customer Success - OTA (10-15 yrs)

4 weeks ago


Noida, Uttar Pradesh, India iimjobs Full time
Director / Senior Director - Customer Success (OTA)

Role - Director / Senior Director - Customer Success

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 who

will 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 crosssell and upsell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and referenceability

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
  • Crosssell / Upsell
  • Advocacy

Competencies:

  • Minimum 10 years experience with significant time spent in hospitality/travel technology.
  • Indepth 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 postsale 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 processoriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills


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