Customer Success Manager jobs in Schenectady, NY

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 41,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the Director, Customer Onboarding Success - EMEA role...

As the Regional Director of Customer Onboarding Success for SiteMinder, you will play a pivotal role in ensuring successful onboarding for our new and existing customers to become active and engaged users of our platform. This role requires a blend of operational expertise and exceptional leadership skills to drive customer satisfaction, early life retention, and revenue growth within your region.

• Managing and overseeing the daily operations of the onboarding team across the region
• Achieving annual regional targets and ensuring team achievement of individual KPIs
• Leading and inspiring a team of onboarding managers, specialists, and coordinators, providing guidance, coaching, and mentorship to drive individual and team performance excellence.
• Fostering a culture of customer centric and continuous improvement.
• Collaborating closely with sales, customer support, product development, and other departments to facilitate smooth handoffs, gather customer feedback, and drive product enhancements based on customer needs.
• Staying informed about industry trends, competitor activities, and market dynamics within your region, leveraging this knowledge to inform strategic decisions and enhance customer engagement.
• Cultivating strong relationships with key stakeholders, including executive sponsors and decision-makers, to foster trust, loyalty, and long-term partnerships.
• Analysing team performance and the effectiveness of onboarding initiatives and providing regular reporting on progress, trends, and areas for improvement.
• Representing OB at regional and global meetings, as required 
• Ensuring we maintain a healthy team environment, that promotes wellness, inclusion and collaboration

• Proven track record of success managing customer-facing teams within the SaaS industry, with at least 8 years of experience. 
• Demonstrated leadership experience driving results in a fast-paced, high-growth environment.
• Exceptional communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and performance optimization.
• Passion for technology and a genuine commitment to delivering value and driving success for customers.
• Industry knowledge is highly regarded
• Bachelor's degree in business administration or a related field; MBA or equivalent preferred.
• Ability to travel within the region as needed

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey 

- Hybrid working model (in-office & from home)

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved 

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

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