Customer Success Manager

Your Mission

At Ireckonu, the Customer Success Manager is an empowered position responsible for key elements of the client relationship. This role focuses on building strong partnerships and ensuring customer satisfaction, driving value through project delivery, resulting in positive outcomes and a high customer retention rate. You will also ensure that projects are delivered to scope, on-time and on-budget.
 Customer Success Managers must think both strategically and operationally, working to develop a deep understanding of the customers’ use cases and their future needs while balancing the delivery of sold work.
 
The Customer Success Manager is responsible for planning, overseeing, and leading projects from ideation through to completion; in conjunction with internal cross-functional partners such as Project Managers, Solutions Architects and also external vendors as needed. You will leverage your in-depth knowledge of the customer to (jointly) formulate a growth-focused vision for your portfolio, including a vision for strategic product adoption.
 
The Customer Success Manager role is key at Ireckonu and requires interaction with a range of internal and external stakeholders, including overseeing several moving projects simultaneously while juggling different priorities.
 
You will:

• Partner with Account Managers to understand customer contracts, scope and requirements
• Become an Ireckonu product expert; being able to identify customer use cases and guide them towards their desired outcomes
• Drive product adoption by overseeing customer onboarding & request development
• Working with the Solutions Architects & Squad Project Managers on customer requirement prioritization, definition, testing & delivery during onboardings or new feature/integration releases
• Establish ongoing cadences with customers to demonstrate value and track business outcomes (weekly touchpoints, monthly meetings, QBRs, frequent C-level meetings)
• Be the first point of contact when customers have questions on product features or performance
• Develop best practices for product enablement & support, with a view to internal teams & customers
• Provide product feedback from customers & industry to the Product team to help influence overall roadmap

Your Profile

About you:

• 2+ years experience working in the hospitality industry in a customer success role or have worked directly with hospitality technology vendors while leading large scale transformation projects at hotels
• Experience with various types of hospitality software such as PMS, CRM, POS, Revenue Management, Distribution
• Knowledge & curiosity about trends in the hospitality SaaS and wider technology industries
• Nice to have but not required: Familiarity with REST API’s, SOAP, XML, feature testing
• Ability to navigate complex ecosystems is a strong plus
• Having a startup/scaleup experience or mindset is a strong plus
• Strong written & verbal communication skills
• Excellent listening skills, customer-centric mentality and empathy toward customers
• Proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Great team player, open to giving and receiving feedback
• Ability to adapt to a fast-paced and dynamic environment
• Process-oriented mindset with ability to create structure