Position Summary
As a Customer Success Manager, you will work with our customers to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills as well as strong technical acumen. You will work with a variety of users within our hotel and hospitality partner’s organizations to achieve successful outcomes throughout the customer lifecycle. You will plan and execute strategy for the account - leveraging internal resources to achieve desired outcomes. You will be the primary contact for all things Cendyn to your assigned customer portfolio.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
- Customer Relationship Management:
o Manage a portfolio of accounts, fostering long-term business relationships with customers to support their success and engagement.
o Serve as the primary contact for customers, guiding them from onboarding through renewal and beyond.
- Customer Engagement & Strategy:
o Implement proactive customer engagement strategies to drive product adoption, training, renewals, and revenue growth.
o Develop and maintain Account Plans for each customer to ensure proactive management and alignment with company goals.
- Customer Insights & Performance Indicators Monitoring:
o Track and monitor customer KPIs such as platform usage, settings, and sentiment to maintain relationship health.
o Conduct Business Reviews to share insights, set goals, consult on optimal product usage, and plan partnership development.
- Issue Resolution & Advocacy:
o Act as an escalation point to ensure timely and proactive resolution of issues.
o Identify at-risk renewals and implement tailored remediation plans.
o Serve as a customer advocate, collaborating with Sales, Product Management, Services, Support teams.
- CRM & Internal Communication:
o Maintain accurate account data, log tasks and activities, and track opportunities in the CRM system, SalesForce.
o Communicate key account information to internal stakeholders.
- Customer Education & Satisfaction:
o Lead customer webinars and other educational sessions to support ongoing product adoption and proficiency.
o Provide customers with updates and guidance on new features and product enhancements.
o Promote satisfaction and loyalty by understanding business needs and consulting to achieve their objectives.
Minimum Qualifications (Knowledge, Skills, and Abilities):
- Experience: Proven experience in Customer Success, Account Management, or a related field, ideally within a similar industry or market.
o 2-3 years of experience in Customer Success or Account Management within a global SaaS or enterprise software environment, with a preference for experience handling large, strategic customers.
o Proven ability to establish and nurture relationships with stakeholders at all organizational levels, including influential individuals, managers, and business development teams.
o Demonstrated expertise in change management and driving business optimization initiatives.
- Skills: Strong analytical, problem-solving, and communication skills. Ability to translate complex client needs into actionable strategies.
o Excellent organizational skills, strong attention to detail.
o Excellent written and verbal communication skills.
o Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
- Technical Knowledge: Understanding of relevant technologies, products, or services related to the role. Familiarity with CRM and data analytics tools is a plus.
o Experience in Microsoft Suite (Outlook, Teams, Excel, Powerpoint) is preferred.
o Proficiency in SalesForce, Planhat, ZenDesk, JIRA preferred.
- Education: Bachelor’s degree in Business, Marketing, or a related field. Advanced degree or relevant certifications are a plus.
o Bachelor’s degree-Field of Study: Business Administration, Hospitality or general Bachelor’s degree and 2-3 years of experience, or a commensurate combination of education and experience.
- Willing to travel based on customer and business needs.
Work Timings:
Monday through Friday from 12 PM to 9 PM IST with flexibility to adjust the work schedule and overlap with global teams to ensure adequate collaboration. This role will be working in Hybrid Mode and will require at least 1 to 2 days’ work from office at Gurugram or Hyderabad.
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 non-discrimination 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’s 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.
