Customer Success Manager, Revenue Management
4 weeks ago
Job Purpose As a valued member of the Customer Success team the Customer Success Manager manages hospitality clients utilizing Cendyns Revenue Management Cloud products Reporting to the Director of Customer Success the position will provide account management to their selected group of hotels and casinos to include business reviews best practices onboarding guidance product expansion and adoption This position is accountable for building and maintaining strong customer relationships customer satisfaction and success for Cendyn customers driving expansion reducing churn and creating referenceable customers In addition this position shall act as an escalation point for any customer issues or disputes Responsibilities Essential Functions Possess in-depth business and technical knowledge of Cendyns pricing and revenue optimization solutions and additional products Act as the voice of the customer during remote and onsite meetings Manage all post-sales activities for assigned accounts including onboarding oversight personalized training with L D team continued support strategy and escalations Analyze data to identify market trends and engage with customers to understand their specific needs Support sales and marketing efforts by providing sales tools training and market expertise to effectively position and sell products Conduct analyses to determine how our products can address client issues Resolve business issues for clients including business practices system configuration and usage monitoring Interact and provide support within the assigned team and other departments Foster a positive and productive environment within the department Update customer success-related information and customer data in Salesforce or other CS platforms Generate customer reports using Power BI Non-Essential Functions Provide input and feedback from a business users perspective to the Cendyn Product group on solution features and functionality Maintain a working knowledge of each Property Management System and how it integrates with a Cendyn product Present well thought-out ideas that promote company products and solutions Make high impact presentations to influence client actions Be highly skilled working with executive level personnel Acts flexibly and responsibly to meet customer requirements Review and communicate performance using Business Intelligence Reporting options Use Salesforce to communicate and track customer interactions Expected Competencies Communication Project Management Revenue Management Client Centered Approach Professional Orientation Results Orientation Problem Solving Partnering Technical Expertise Training Requirements Required Education and Experience 5 years of experience in Hospitality Revenue Management preferably including Casinos Central Reservation System and IBE experience are a plus Client-centered approach with a professional orientation Strong team player with flexibility and a positive attitude Developed business and technical knowledge of pricing and revenue optimization solutions Strong relationship-building product knowledge planning and execution skills Analytical approach to identifying and resolving complex problems Proven verbal and written communication skills Ability to work independently with customers Strong desire to work directly with clients to solve business issues Proven experience in a customer-facing role preferably in customer success or account management Strong understanding of revenue management principles and practices Basic knowledge of Microsoft Office tools Word Excel PowerPoint Outlook Work Timings This is a full-time position Candidate will be expected to work in a 24x7 work schedule This role will be working in Hybrid Mode and will require at least 2 days work from office at Hyderabad Occasional evening and weekend work may be expected in case of job-related emergencies or client needs EEO StatementCendyn provides equal employment opportunities EEO to all employees and applicants for employment without regard to race color religion sex national origin age disability or genetics In addition to federal law requirements Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training Cendyn expressly prohibits any form of workplace harassment based on race color religion gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status Improper interference with the ability of Cendyns employees to perform their job duties may result in discipline up to and including discharge Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job Duties responsibilities and activities may change at any time with or without notice Cendyn
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