- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through crosssell and upsell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and referenceability
- Map customer journey
- Develop listening points in journey (e.g.; usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Crosssell / Upsell
- Advocacy
- Minimum 10 years experience with significant time spent in hospitality/travel technology.
- Indepth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.)
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of postsale and sales experience with a strong commercial acumen
- Ability to read commercial contracts and understand legal clauses
- Strong empathy/obsession for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and processoriented mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
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RateGain - Director/Senior Director - Customer Success - OTA (10-15 yrs) - Noida, India - iimjobs
Description
Director / Senior Director - Customer Success (OTA)Role - Director / Senior Director - Customer Success
Purpose of the role - We will not be successful unless our customers are receiving massive value from our service.
RG is looking for a Account Manager whowill own driving success for our customers.
This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).
Responsibilities:
Define and Optimize Customer Lifecycle:
Manage Customer Success Activities:
Competencies:
