Customer Success Manager

  • Knowland
  • Arlington, VA, USA
  • Mar 27, 2021

Job Description

Customer Success Manager Our customers are the reason we exist! As a Customer Success Manager, you will work as a trusted partner to a portfolio of Enterprise customers, ensuring they derive maximum value from our products and services. You will set them up for success, guiding them through our setup and training process to drive adoption and usage throughout their lifecycle. You will provide a positive customer experience that results in strong retention, higher growth margins, and referrals. As a candidate, you should be an excellent communicator who relishes delivering results and hitting timelines. You’re also customer-focused, organized, and driven by problem solving. Lastly, this role has project management needs; you’ll oversee several projects at one time, so having the ability to multitask and adapt accordingly is important. A solid understanding of the hospitality industry, including sales and catering, will assist you in your role as well. Key Responsibilities: Oversee the entire post-sale lifecycle with a portfolio of Enterprise customers Establish a trusted and strategic advocacy relationship with your portfolio Proactively communicate with customers to ensure they are on track to derive maximum value from our partnership and reach their success metrics Work with our customers to develop goals and success metrics throughout their lifecycle Drive adoption and customer success by walking customers through their set-up process and adoption phases, including conducting demos, trainings, and being an available resource Prompt response to all customer and internal communications is a must, following up as needed to confirm requested action was taken and effectively addressed Manage day-to-day processes of the customer lifecycle, keeping parties (internal and external) consistently up-to-date on developments Assist with the iteration of the customer lifecycle as well as customer milestones and health assessments Coordinate Executive Business Reviews (EBRs) with individual properties for goal alignment and feedback Advocate for customer needs by working with internal partners to identify and address any issues Project management as needed; handles multiple tasks, switching priorities and focuses as needed Actively contribute to departmental and company goals Some travel (~20%) will be required Minimum Qualifications: Bachelor’s degree in Business or related field 5+ years of customer facing experience A self-starter with a bias for action Excellent organization and project management skills Communicates effectively both verbally and in writing, including presentations A team player working for the betterment of the company with a roll-up your sleeve mentality Strong prioritization and multi-tasking skills; sees projects through to completion Hospitality experience preferred Experience with and Microsoft Excel preferred About Us We believe that there is a better way to sell group business. Our suite of hospitality solutions harnesses the power of data and analytics to help our customers know their buyers and win in the group and meetings marketplace. With the industry's largest historical database of actualized events, we deliver insights that win more share, optimize revenue strategies, and accelerate sales cycles. That’s the Knowland Advantage. See why thousands of customers trust Knowland to sell smarter and maximize their revenue. Knowland operates globally and is headquartered in Rosslyn, VA. Benefits Besides the opportunity to work with smart, fun, hard-working Knowland employees, you will have uncapped growth potential, a work/life balance, and a competitive suite of benefits. Benefits include health, dental and vision insurance, 401K with company contribution, short and long-term disability insurance, life insurance, gym reimbursement, tuition reimbursement, dependent care contribution, paid holidays and paid time-off. We also offer SmartBenefits for our HQ employees. Pay, benefits and incentives are all highly competitive. Location/Work Environment Situated just outside DC, Knowland’s Rosslyn headquarters is an exciting location to work. Metro, coffee shops, lunch spots — everything you could want in a perfect work location is within a block or two. Inside the newly-constructed office, you’ll find an open-concept work space, sleek decor, whiteboard walls, and a team that’s energetic, casual, values-focused, and driven. We work together in a supportive, friendly, and encouraging environment. Plus, we celebrate over weekly happy hours, birthday celebrations, and more. Knowland is an equal opportunity employer and seeks qualified candidates regardless of race, religion, gender, sexual orientation, disability, national origin or age.