Strategic Customer Success Manager

**Job Purpose**:
The Strategic Customer Success Manager will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of key customers, and responsible for showcasing Cendyn's product value that aligns with customers' goals and related KPIs. This role is responsible for developing a strong and consultative relationship with their portfolio of key account customers, providing excellent customer service and growing product adoption, championing customer requests internally, and ensuring retention of customers. You'll partner with our commercial team around account strategies to drive the growth and retention of our customers. This role is expected to understand the hotel distribution landscape to provide recommendations and identify opportunities to maximize clients' revenue with products and related services.

Given our business model, where our customers pay us over time, Customer Success is vital to our long-term profitability. We will be successful if our customers are receiving massive value from our service.

**Responsibilities**:
Essential Functions:

- Accountability_
- Own retention of customers within their assigned portfolio.
- Own the success and health of assigned customers by ensuring that they meet their goals with Cendyn's products and services by creating and achieving short and long term objectives in the Account Development Plans
- Define measurable goals and objectives with clear outcomes, ensure cohesive communication across internal and customer audiences at all levels.
- Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively align, track, and evolve customer business goals.
- Key account customer request ticket review and follow-up
- Key account customer critical success factors, KPIs, performance tracking of products
- Prepare and report on the performance of Account Development Plans at an executive level on a quarterly basis.
- Serve as the product expert for Cendyn's products
- Educate our clients on new and existing products/features
- Provide coaching and education to improve adoption of Cendyn's products
- Serve as an escalation point for Customer Support, Account Management, and Onboarding on product challenges
- Excellence_
- Understand the customer's journey, maturity, and value proposition for each solution.
- Understand and articulate the customer's executive priorities and defined initiatives where our products and services can have an impact.
- Build quarterly business reviews, which utilize goals and objectives captured in Account Development Plan, to provide valuable insights, thoughtful recommendations, best practices, and product guidance to a senior leader or executive level audience.
- Recognize any potential risk that the customer may face, work with internal teams to mitigate and record potential risks.
- Assist with the creation and execution of the Service Recovery plan of action.
- Continuously share examples and best practices among customers, educate them on industry trends, new releases, and product enhancements.
- Proactively identify, develop, and support revenue growth opportunities while building relationships as a trusted advisor to customers.
- Drive customer relationships that build advocacy in the form of indirect revenue growth - sales references, reviews, and NPS.
- Collaboration_
- Coordinate with Commerical team to
- ensure contract renewal
- work on potential expansion opportunities by uncovering account needs, growth, and upsell potential.
- develop and execute key account customer strategy
- prepare for Key account QBR and participate to deliver results for Customer QBR, and Internal/Stakeholder QBR
- Manage customer expectations, intimately understanding and communicating customer requirements to internal teams, and communicating/training customers of new solutions.
- Advocate for our customers, communicate "voice of customer" feedback to help drive strategic initiatives and program and product improvement.
- Liaise with the Implementation team to oversee key account customer implementations on products.
- Mentor less experienced CSMs in the development of elevated customer engagement skills and success plans based on past experiences.
- Innovation_
- Identify opportunities for ongoing learning to ensure full implementation and product adoption by each key account customer.
- Provide input and feedback, from a key account perspective to the Cendyn Product Management team, on solution features and functionality.
- Facilitate workshops and knowledge sharing with customers on best practices, new features, and new information about our products and services.
- Contribute to the ongoing initiative to continuously improve our approach to efficiently and effectively secure our customers success.
- Confidence and ability to create structure in ambiguous situations.
- Humanity_
- Collaborate effectively to g