Customer Success Manager

Aven Hospitality is a global leader at the forefront of hospitality technology powering over 40,000 properties across 174 countries. Celebrated for our innovative and customer-centric approach, we deliver integrated platforms for distribution, reservations, retailing, and guest experience to both renowned hotel brands and independent properties worldwide.

The Customer Optimization and Engagement team consist of hospitality commerce and distribution experts passionate about fostering customer success and driving value realization. The team is seeking candidates for a new team of Customer Success Managers.

Position Summary

The Customer Success Managers will work with our customers to achieve their desired commercial outcomes as outlined in their customer success plan and drive value realization. The customer success managers will work closely with our commercial team to facilitate greater customer engagement and revenue retention/expansion.

This is a new team and function. The Customer Success Manager will be expected to support efforts to stand up and enable an efficient and expandable team. The team's success will be measured on how well they support customer value realization and goal attainment, revenue retention and expansion, and successful renewals.

Role and Responsibilities:

• Support the Director's efforts to develop, deploy and maintain team engagement strategies and performance metrics aligned with organizational expectations and customer success metrics
• Facilitate onboarding, closing any gaps in expertise or knowledge and promoting continued education
• Develop and maintain relationships with commercial, product, and delivery team members necessary to be successful and effective as the voice of the customer
• Effectively engage customers as part of their book of business,
• Establish customer baselines and either partner to create or refresh their customer success plan
• Create engagement strategies that promote customer success, goal attainment and value realization
• Serve as the customers liaison with Aven operations and, more broadly, the customer's champion
• Partner with the commercial team to report on customer progress and areas of greater opportunity
• Support their Aven Hospitality colleagues as they support customer success
• Support efforts to report team performance metrics and offer strategies to increase impact and expand outcomes

Qualifications and Education Requirements:

• Minimum 5 years of customer success, relevant sales, consulting, or hospitality distribution/revenue management experience
• Extensive experience with SynXis CRS and deep understanding of Hospitality commerce, including revenue management, total revenue attainment, distribution strategies, guest acquisition and retention strategies, cost of goods/service sold and knowledge of the competitive landscape, key trends, opportunities, and challenges
• Bachelor's Degree or equivalent in relevant field, including relevant industry experience
• Proven experience in fostering customer relations and supporting customer goal attainment and value realization
• Proven ability to influence cross-functional teams within a global matrix organization, with strong capabilities to build relationships with internal and external stakeholders
• Professional presence and business acumen with articulate and persuasive oral and written communication skills
• Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers
• Strong people skills and extremely resourceful
• Strong knowledge of the travel/hospitality markets and/or enterprise software space

Key Knowledge and Skill Requirements

• Strong analytical and problem-solving skills
• Ability to lead or influence individuals or teams
• Demonstrated ability to develop and foster strong customer relationships
• Strong verbal, written and presentation skills
• Creative thinker and problem solver
• Strong interpersonal and communication skills
• Self-motivated, results-oriented professional

Nice to have skills:

• Salesforce
• Understanding of Software Development Life Cycle and a SAAS business model