The Customer Success Manager understands the vacation/short-term rental industry, has a passion for technology, is slightly obsessed with helping clients succeed, and thrives working in a fast-paced, fluid environment. This servant leader will be responsible for ensuring that our clients consistently receive exceptional support and are successful with all product lines.
The four major focus areas will be:
Serve as a client advocate for the full cycle of our partnership, ensuring successful adoption and satisfaction.
Provide consultative guidance on changes and enhancements to our platform and services.
Be the champion of follow-up, follow-through, and cross-departmental collaboration to drive success.
Drive the renewal process including upsell/cross-sell opportunities.
This is the job for you if you are:
-Self-starter with tremendous initiative and work ethic
-Excellent communicator and collaborator with other functional teams
-Desire to be a high-impact player at a product-driven company
-Ability to embrace change and someone who is a fast learner
-Creative and critical thinking abilities
-Ability to be detail oriented within a high-paced environment
-Passionate about technology
About the TravelNet Solutions Team:
Our mission is transforming how hospitality works. Every day we strive to solve the most difficult technology and workflow challenges, and we collaborate to provide solutions to help our customers in the hospitality industry become more efficient and profitable. Our goal is to become our customer's business concierge. It all starts with one question; how can we help you?
Our three Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers.
-Serve Others: We nurture growth to help others succeed.
-Grit: We take ownership and never give up on what matters most.
-Create the Future: We innovate to disrupt the status quo.
Why join our winning team?
-We are a fast-moving, dynamic team that collaborates in order to achieve continued growth and success.
-We are a portfolio company providing a one vendor solution for SaaS technology, marketing, and distribution.
-We are reshaping the industry and the way it thinks about technology and service.
-Full medical dental and vision package
-Unlimited Paid Time Off
-Unlimited access to professional training and development
-Health Savings Account with up to a $2,000 annual match
-Flexible work environment
-Free life insurance and Long Term Disability
-Flex Spending Accounts
-Retirement with employer match
-Free snacks and soda in the office-
- $150 each quarter Gift for all TNS employees
-Competitive wages
-Work with an amazing team
Do these responsibilities describe what you like doing?
-Primary point of contact for all post-implementation activities, including onboarding, consultative guidance, product training, technical support, and account management
-Serve as a trusted advisor, deliver best practices, guidance, and an empathetic ear
-Deliver regular business reviews focusing on alignment between our platform and the client’s business case and strategy
-Analyze engagement results and deliver solutions based on best practices
-Proactively engage clients and ensure they are trained and successfully using our product
-Advocate for clients leading cross-functional teams and projects
-Monitor client health, identify risks, develop success plans, and deliver recommendations
-Prioritize and drive timely resolution of client inquiries using a support center
-Gather client feedback and suggestions and present ideas to internal key stakeholders
-Travel to meet with clients on a quarterly basis or as required
What are some must-haves?
-Excellent communicator and empathetic listener
-Highly organized and excellent at time management and prioritization
-Demonstrated ability to overcome obstacles and achieve goals
-Collaborative and respectful team player
-Bachelor's degree and/or 3+ years of directly related experience
-Working knowledge of the vacation rental or short-term rental industries
-Demonstrated ability to work with executive-level clients
-Passionate about client service with a desire for continuous improvement
-Project management experience preferred
We are an Equal Opportunity Employer
We celebrate the diversity of thought, culture, and background and we are committed to creating an inclusive environment.
Pay Range: $60,000 - $70,000 per year
