Strategic Customer Success Manager

Strategic Customer Success Manager

Scottsdale, AZ (Hybrid)

Who are we looking for?

SkyTouch Technology, an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry, has an exciting opportunity as our Strategic Customer Success Manager. As a Strategic Customer Success Manager, you will ensure customer satisfaction, retention, and growth. You will be responsible for owning a large portfolio of customers and ensuring they successfully embrace and realize value from SkyTouch. This includes developing and executing strategies to achieve business outcomes and find opportunities for further success with SkyTouch.

Are you a passionate customer advocate with a proven track record of success in building relationships and driving business outcomes? We invite you to apply today for our Strategic Customer Success Manager! #SkysTheLimit

Your Responsibilities

• Own a large portfolio of customers and be accountable for their success
• Develop and execute Customer Success strategies and tactics that align with customer goals and objectives
• Collaborate with cross-functional teams to remove roadblocks and solve strategic and tactical issues impacting customer health
• Build broad relationships at all levels, including VP and C-suite, to increase SkyTouch engagement and relevance in the customer's business transformation and strategic decisions
• Measure and report on Customer Success metrics, such as customer satisfaction, retention, and expansion
• Spur customer account growth by making logical expansion recommendations

Your Experience, Skills & Competencies

• At least 5 years of relevant work experience in a customer-facing role (customer support, account management, Customer Success, consulting, etc.)
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong relationships
• Ability to influence through persuasion, negotiation, and consensus-building
• Good written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy
• Effective project management and organizational skills, specifically managing a portfolio of strategic accounts, all high-touch customers with complex needs
• Good analytical, problem-solving solving, and troubleshooting skills, applied with a solution-focused attitude
• Previous hotel operations experience
• Preferred: Previous hotel software experience
• Preferred: bachelor’s degree in business, Communications, Marketing, or related field

Your Team

This individual contributor role will report to the Senior Director, Customer Strategy & Success. You will have five peer teammates and collaborate with cross-functional departments regularly.

Your Work Location

As our Strategic Customer Success Manager, you will be based in our beautiful, state-of-the-art technology hub in Scottsdale, Arizona. In October 2021, our SkyTouch associates moved to a newly constructed world-class technology center.

Our associates in Scottsdale, AZ, work in a hybrid environment, three days per week in the office and working virtually the remaining days. As a result, we provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.

About SkyTouch

SkyTouch Technology is an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry. Over the last 10+ years, our PMS software, SkyTouch Hotel OS®, has been successfully implemented in over 7,000 properties worldwide. With our proven track record, we have disrupted the industry and changed the face of hotel operations management, becoming the premiere cloud-based PMS solution for value, scalability, and mobility through industry-leading onboarding, training, and service.

At our worldwide corporate headquarters in Bethesda, Maryland, and technology center in Scottsdale, Arizona, and through our associates around the globe, we keep Choice Hotels thriving by serving as a champion for our franchisees and providing cutting-edge technology.

Job Type: Full-time

Pay: $95,000.00 - $104,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Volunteer time off

Compensation package:

• Yearly bonus

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Scottsdale, AZ 85255