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TITLE

 

Customer Success Director

COMPANY

 

The Rainmaker

LOCATION

 

Alpharetta, GA, US / Las Vegas, NV, US

Description

SUMMARY

 

Reporting to VP of Customer Success, the Customer Success Director will provide valuable insights and recommendations to facilitate assigned client’s overall revenue management initiatives. This position is accountable for building and maintaining strong customer relationships, customer satisfaction and success for Rainmaker customers. In addition, this position is accountable for partnering
with others to introduce Rainmaker’s new products and product enhancements, ongoing training, and communicating customer related enhancement requests to the product team.  

 

KEY ACCOUNTABILITIES

 

  •   Establish credibility and customer confidence by implementing regular customer communication, in-person visits and performance
    reviews conducted quarterly 
  • identify and maximize opportunities to build long term relationships that are mutually beneficial 
  •  Consult with customers on operational questions related to Rainmaker products  
  • Assess current pricing and revenue management-related business practices and policies and recommend “best practices” to customer success 
  • Lead the design of relevant, practical solutions for customer issues that can be readily implemented and gains endorsement by involved parties (needs specific identification of the parties)
  •  Provide regular performance and strategy reviews with each client 
  • Identify opportunities for ongoing learning to ensure full implementation by each customer  
  • Build and maintain ongoing business partner relationships and develop methods of customer success management that allow for continuous improvement in customer satisfaction 
  • Conduct analyses of clients’ business challenges, needs, competitive landscape, and future plans to improve how our product can address these needs  
  • Prioritize requests for system enhancements and coordinate follow-up with the Rainmaker or customer’s product management group 
  • Provide input and feedback, from a business user’s perspective to the Rainmaker Product group, on solution features and functionality 
  • Maintain a working knowledge of each Property Management System and how it integrates with a Rainmaker product 
  • Present well thought-out ideas that promote company products and solutions 
  • Make high impact presentations to influence client actions 
  • Be highly skilled working with executive level personnel 
  • Acts flexibly and responsibly to meet customer requirements 
  • Review and communicate performance using Business Intelligence Reporting options  
  • Use Salesforce to communicate and track customer interactions  
  • Travel up to 30% of the time   

COMPETENCIES

 

Communication

Change Leadership

Professional Orientation

Problem Solving

Technical Expertise

Project Management

Client Centered Approach

Results Orientation

Partnering

Leadership

 

QUALIFICATIONS & EXPERIENCE

 

  • Bachelors Degree is required
  • 5+ years' experience with Revenue Management or applicable experience in Hotel operations
  • Demonstrated success in account/relationship management with proven ability to retain and grow accounts 
  • Must be an individual who thinks strategically and sees the larger opportunity, without losing sight of the details 
  • Experience evaluating competitive landscape, market trends, and customer insights 
  • Leadership experience, including demonstrated ability to meet commitments, build consensus, negotiate resolutions and garner respect from other team members 
  • Analytical background and ability to learn new systems quickly
  • Excellent communication skills, both written and verbal, with ability to influence others
  • Strong commitment to customer satisfaction
  • Self-starter looking to expand skills in rapidly advancing environment
  • Ability to bring new ideas to the table, not merely execute tasks as directed
  • Demonstrated ability to work in dynamic environment
  •  Proven ability to manage multiple tasks with shifting priorities, strategies and time frames
  • Proven ability to work well in a team environment
  • Ability to conduct training for customers both in-person or via a webinar
  • Tactful in difficult situations
  • Basic knowledge of Microsoft Office tools: Word, Excel, PowerPoint, Outlook

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