Director / Senior Director - Customer Success (OTA)

3 weeks ago

Noida, India RateGain Full time

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 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
  • Advocacy


Competencies

  • 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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