What are the responsibilities and job description for the Customer Success Manager position at Ireckonu?
Customer Success Manager, US Remote
Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standard. Led by its vision to accelerate the digital transformation in hospitality industry, we have continuously perfected our state-of-the-art product and put a powerful, yet easy-to-use CORE middleware solutions with wrap-around applications. This means we can provide solutions ranging from big international brands to small regional chains so everyone can undergo true digital transformation. We are proud to have become partners with some of hospitality's best brands such as CitizenM, Loews, and Mandarin Oriental Hotel Group
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, 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.
Your main responsibilities will be:
- 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
About you:
- 2 years experience working in a hospitality SaaS organization 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
- Expertise in hotel processes & technologies across various departments
- 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
- 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
- Process-oriented mindset with ability to create structure
Join the Ireckonu family and experience a workplace where equality reigns supreme! At Ireckonu, we're not just about work; we're about building a vibrant community. Here's what you can look forward to:
🚀 Fully Decked Out Tech Setup: We'll tailor your tech to perfection, ensuring you have everything you need to rock your projects.
🏃♀️ Sports Galore: Dive into our sports events featuring cycling, running, and soccer/futbal. Plus, fuel up with our daily healthy, "family-style" lunch in our canteen.
😎 Informal Culture: Be yourself, work hard, and lift each other up in our laid-back yet driven atmosphere.
💰 Pension Plan: Secure your future with our comprehensive pension plan.
📚 Study Budget: Invest in yourself with a generous €2000 study budget.
🐾 Office Companions: Meet Loki and Pepper, our adorable office dogs who bring joy and laughter to our workspace.
Come join us and be part of something special at Ireckonu!