Job Description

Job Purpose:

The Strategic Customer Success Manager will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of key customers, and responsible for showcasing Cendyn\'s product value that aligns with customers\xe2\x80\x99 goals and related KPIs. This role is responsible for developing a strong and consultative relationship with their portfolio of key account customers, providing excellent customer service and growing product adoption, championing customer requests internally, and ensuring retention of customers. You\xe2\x80\x99ll partner with our commercial team around account strategies to drive the growth and retention of our customers. This role is expected to understand the hotel distribution landscape to provide recommendations and identify opportunities to maximize clients\xe2\x80\x99 revenue with products and related services.

Given our business model, where our customers pay us over time, Customer Success is vital to our long-term profitability. We will be successful if our customers are receiving massive value from our service.

Responsibilities:

Essential Functions:

Accountability * Own retention of customers within their assigned portfolio.

• Own the success and health of assigned customers by ensuring that they meet their goals with Cendyn\xe2\x80\x99s products and services by creating and achieving short and long term objectives in the Account Development Plans

• Define measurable goals and objectives with clear outcomes, ensure cohesive communication across internal and customer audiences at all levels.
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively align, track, and evolve customer business goals.
• Key account customer request ticket review and follow-up
• Key account customer critical success factors, KPIs, performance tracking of products
• Prepare and report on the performance of Account Development Plans at an executive level on a quarterly basis.
• Serve as the product expert for Cendyn\xe2\x80\x99s products

• Educate our clients on new and existing products/features
• Provide coaching and education to improve adoption of Cendyn\xe2\x80\x99s products
• Serve as an escalation point for Customer Support, Account Management, and Onboarding on product challenges

Excellence * Understand the customer\'s journey, maturity, and value proposition for each solution.

• Understand and articulate the customer\'s executive priorities and defined initiatives where our products and services can have an impact.
• Build quarterly business reviews, which utilize goals and objectives captured in Account Development Plan, to provide valuable insights, thoughtful recommendations, best practices, and product guidance to a senior leader or executive level audience.
• Recognize any potential risk that the customer may face, work with internal teams to mitigate and record potential risks.

• Assist with the creation and execution of the Service Recovery plan of action.
• Continuously share examples and best practices among customers, educate them on industry trends, new releases, and product enhancements.
• Proactively identify, develop, and support revenue growth opportunities while building relationships as a trusted advisor to customers.
• Drive customer relationships that build advocacy in the form of indirect revenue growth - sales references, reviews, and NPS.

Collaboration * Coordinate with Commerical team to

• ensure contract renewal
• work on potential expansion opportunities by uncovering account needs, growth, and upsell potential.
• develop and execute key account customer strategy
• prepare for Key account QBR and participate to deliver results for Customer QBR, and Internal/Stakeholder QBR
• Manage customer expectations, intimately understanding and communicating customer requirements to internal teams, and communicating/training customers of new solutions.
• Advocate for our customers, communicate "voice of customer" feedback to help drive strategic initiatives and program and product improvement.
• Liaise with the Implementation team to oversee key account customer implementations on products.
• Mentor less experienced CSMs in the development of elevated customer engagement skills and success plans based on past experiences.

Innovation * Identify opportunities for ongoing learning to ensure full implementation and product adoption by each key account customer.

• Provide input and feedback, from a key account perspective to the Cendyn Product Management team, on solution features and functionality.
• Facilitate workshops and knowledge sharing with customers on best practices, new features, and new information about our products and services.
• Contribute to the ongoing initiative to continuously improve our approach to efficiently and effectively secure our customers success.
• Confidence and ability to create structure in ambiguous situations.

Humanity * Collaborate effectively to get things done, building, and nurturing strong relationships.

• Builds solid relationships with teammates, business partners and specialists by fostering teamwork, partnership, and collaboration in a virtual or face-to-face environment.
• A strong team-player work ethic with the ability to engage with all levels of the organization.
• Maintain products expertise and professional development through upskilling, training, and learning.

Non-Essential Functions: * A general knowledge of major Property Management Systems and integration with Cendyn products

• Make high impact presentations to influence customer actions
• Use Salesforce, ChurnZero, Zendesk, and other CRM products to communicate and track customer interactions.

Requirements:

Required Education and Experience: * Demonstrated product expertise in the hospitality industry, or other industry with fixed, perishable inventory.

• Enjoy working in a fast-paced technology firm and ability to adapt to changes.
• Team player, strong yet like-able, go-getter personality and customer focused attitude.
• Proven customer success experience where you are defined by your client\xe2\x80\x99s success metrics and their satisfaction is highly desirable.
• Excellent listening, problem solving, analytical and negotiation skills.
• Excellent verbal, written communication and presentation skills.
• Strong analytical, problem-solving and troubleshooting skills.
• Demonstrate the ability to multi-task and work under targets/goals.
• Organized and high attention to detail.
• Proficient in MS Office preferred.

Competencies: * Relationship Management - ability to create and maintain strong relationships and grow accounts, with a strong commitment to customer satisfaction.

• Planning and Organizational Skills \xe2\x80\x93Excellent organizational, planning, and proven ability to manage multiple priorities.
• Outstanding cross-functional collaboration skills to bring Cendyn functional areas together in order to solve customer requirements.
• Office Tools \xe2\x80\x93 Strong technical aptitude and skilled in Microsoft Windows-based office tools including presentation software, database software and desktop applications. Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
• Analytical and Conceptual Thinking \xe2\x80\x93 Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
• Innovation \xe2\x80\x93 Ability to initiate creative thinking to accomplish continuous improvement and evolution of the department.
• Communication \xe2\x80\x93 Excellent communication and presentation skills. Solid communication skills to effectively deal with various levels of management, staff, and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

Work Environment:

This job operates in a home office or office environment. Working in an office environment requires a high degree of discipline and the ability to work with others in a moderately noisy open office environment with centrally controlled heat/AC setting.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work:

This is a full-time position. Days of work are Monday through Friday. Hours of work are according to terms and conditions and subject to changes by Manager\xe2\x80\x99s communication and may have to accommodate customer schedules in different international time zones.

Travel:

This position may require up to 35% of travel. Travel may be international, overnight and outside of regular business hours.

EEO Statement

Cendyn 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 Cendyn\xe2\x80\x99s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please 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