Customer Success Manager

Our Company - Actabl

In looking at a job posting, it’s often hard to get a basic picture of the company profile (size, stage, structure, etc.) which is why we are sharing it with you upfront. This helps you quickly decide and helps us focus any time we spend together on going beyond the basics:

• Mission: Our mission is to empower the people that power hospitality. We’re on a journey to provide better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits.- it is important that the mission inspires you even if you haven’t worked in space before.
• Industry: We are a hospitality company selling software as a service. 
• Customers: We serve hotels - both onsite hotel operators and above-property hotel management groups. 
• Team: We are a global team of 350 with a remote-first mindset. We have hubs with office space in Atlanta, Tampa, and Denver. - if you are local to these areas you will have the option to work remotely and/or in-office
• Structure: We are organized around the following key departments: Revenue, Customer Experience, Product, Technology & Quality, People, Finance, Business Operations & Strategy.
• Funding: We have significant investment from private equity firm ASG, which has allowed us to expand our teams and move faster in our mission to empower the people that power hospitality.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: Our default posture is kindness and warmth. We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. We will fail if we discount the importance of people and work alone. Empower others, speak the truth with care, and go together.
• Demand Integrity: Without integrity, nothing else matters. Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We hold ourselves to incredibly high standards and understand that excellence is the product of doing a thousand small things very well. Our job is not done until we have exceeded our customers' expectations. We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Our customers have problems that are always changing and they rely on us to adapt to solve them. Think big and then think bigger when it comes to the innovation required to tackle these problems. We will endure for our people, our customers, and our investors if we innovate through change.
• Make it Happen: We apply constant, inspiring, pressure to ourselves and others to get things done. We cultivate high "Hospitality Quotients" (Grit + Intelligence + Empathy) to perform better today than we did yesterday. We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

Your Role - Come join Our Team!

In this role you will:

A Customer Success Manager at Actabl Plans and implements outbound sales strategies. Collaborates with clients and internal departments to develop features and product improvements. Handles the onboarding process for new accounts. Coordinates with customers to understand their goals and helps them execute plans to achieve them.

Typical Functions:

• Collaborates with marketing to build customer references.
• Monitors and reports on key metrics to ensure sales targets are met.
• Troubleshoots minor issues and forwards larger problems to the appropriate party.
• Documents details of all calls and customer interactions.
• Responsible for managing a portfolio of accounts to foster long-term business relationships.
• Serve as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders, maintaining a focus on driving business value from onboarding through renewal.
• Deliver a proactive customer engagement strategy to drive renewals, product adoption, training, and revenue growth.
• Utilize the Customer Success Platform to establish and monitor customer KPI’s (platform usage, settings, customer sentiment, and more) to ensure the ongoing health of the relationship.
• Act as an escalation point to drive resolution on customer issues in a timely, proactive manner.
• Identify at-risk renewals and deliver on customer remediation plans.
• Maintain Account Plans for each customer for proactive management and company alignment.
• Create and conduct Business Reviews to exchange business updates, deliver data insights, set goals, consult on optimal product usage, and plan for partnership development.
• Serve as the customer advocate to drive cross-functional teams across sales, development, product management, implementations, and support.
• Utilize CRM to keep track of key account data, opportunities, logging tasks, activities, and to communicate to internal stakeholders.
• Lead customer webinar sessions as part of ongoing product adoption efforts.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and consulting to help them achieve their objectives.
• Provide customers with information and assistance regarding product updates and new features.
• Other duties or functions may be assigned.

• Bachelor’s degree-Field of Study: Business Administration, Hospitality or general Bachelor’s degree and 2-3 years of experience in Customer Success, Account Management or related disciplines for a global SaaS or enterprise software business customer-facing experience with large and strategic customers.
• Experience establishing and growing relationships with all levels within enterprise organizations.
• Excellent organizational, presentation and communication skills (written and verbal).
• Strong attention to detail and analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Ability to succeed in a fast-paced, dynamic and high growth technology environment. A successful candidate will be a self-starter, who is able to work independently as this is a fully remote position
• Experience in Excel, Word & Powerpoint is required; proficiency in G-Suite (Google Drive, Gmail) is preferred.
• Expertise in SalesForce, ChurnZero, TeamSupport, Monday.com preferred.
• Willing to travel based on customer and business needs.
• Experience in Customer Success, Account Management or related disciplines for a global SaaS or enterprise software business Customer facing experience with large and strategic customers preferred.
• Hospitality Industry experience preferred; Customer Success is the “Front Desk” of Actabl - we are looking for individuals who are passionate about serving the people who power the service industry!

Job Benefits

• Health & Wellness
  • Medical, dental, and vision insurance for employees and dependents
  • Employer-paid Life and AD&D, Short-Term Disability, and Long-Term Disability
  • Employee Assistance Program provides counseling for a variety of needs
• Financial Wellbeing
  • Marketable base salary and competitive bonus structure
  • Employer-paid medical, dental, and vision insurance for employees
  • Retirement plan and 401(k) match
• Flexibility & Time Off
  • Discretionary time off to be used when needed
  • Robust company holiday list and winter closure
  • 12 weeks of parental leave for birthing and non-birthing parents

Sound like you? Please click on the "apply" button.

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You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.