What are the responsibilities and job description for the Client Success Manager position at NAVIS?
About Us
Revinate have joined forces, forming one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Our Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey.
Role Overview
The Revinate Client Success Manager for North America (CSM) will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to the Revinate client. The ideal candidate brings a proven record of success in a SaaS technology company where they have helped drive client adoption, had responsibility for revenue retention, and demonstrated an ability to drive growth in their assigned accounts. This person will work best in a dynamic, technology driven environment utilizing phone and onsite interactions to effectively manage a high velocity of activity.
Goals
- Client Success: All clients must be DELIGHTED with Revinate and our service, not just satisfied.
- Client Management: CSMs are a single point of contact with support from other groups like training and Client Solutions.
- Renewals: Success is driven by high NPS and Renewals. This role will be responsible for renewals of defined Strategic accounts in the North America region.
- Product Support: Understand the requirements of clients, with use cases. Prioritize them for review with the Product team.
What You’ll Do
- Superuser of all Revinate products, know it all inside out
- Provide coaching and education to improve adoption of the Revinate products by every client
- Conduct regular client reviews/virtual workshops to identify areas of strength and areas for improvement
- Deliver best practices to clients to help improve their overall Client Success and the value that Revinate brings.
- Building relationships beyond the daytoday client contact to ensure engagement across the organization. For example, reporting
- Transparently report and track clients through the loyalty touchpoint process
- Bring intelligent product feedback and recommendations from clients back to the Revinate Product team
- Renewals – manage renewals with existing clients, coordinating closely with Sales
- Upsells – educate clients on new Revinate products and identify upsell opportunities, again coordinating closely with Sales
Position Location
Remote US Based
What You’ll Bring
- Strong knowledge of account management, including presentation skills, and short/mid/long term opportunity management is essential.
- Strong technical knowledge, and negotiation skills
- Experience in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales/renewals
- Must be a self-starter; little supervision is required.
- Candidates must be able to demonstrate skills to negotiate issues with peers, partners, and clients using a Win/Win philosophy.
- 2 years of experience in account management, consultative sales, and /or business consulting, preferably within a SaaS model. Hospitality experience is a plus.
- 25% Travel may be required
Excited?! Want to learn more? Apply Now!
Our Core Values
Customer Love -- When the customer wins, we win
One Tribe -- United and strong, on a single mission together
Speak the Truth -- Feedback is a gift - we all improve faster this way
Make it Simpler -- Apply it to everything we do
Hungerness -- Feel it, follow it - be relentless about our success
Revinate is an Equal Opportunity Employer (EOE)