Customer Success Manager

Role Overview

• Manage a growing portfolio of customers in your territory.
• Assist in developing and evolving the Customer Success department.
• Help collect and analyze customer success metrics and data, including all-important NPS, customer testimonials, and references.
• Work with the Global Account Manager(s) and Account Manger(s) to engage with customers with relation to their Account Plan and Customer/Account Journey
• Over-see the on-boarding pipeline ensuring your customers are on track to go live by proactively offering advice, guidance, and support.
• Execute targeted customer engagements based on Customer/Account Journey stage and specific customer Account Plan.
• Serve as an Avero expert and ensure strong product adoption across all partners and relevant stakeholders at all levels.
• Build and manage successful relationships with key partners and generate cross-sell introductions for the sales team – deleted users, AOU’s, etc
• Provide insights to partners to ensure that they get the most out of Avero, ensuring our partners are meeting their objectives with the aim of helping grow our customer base.
• Work collaboratively with the Product and Technology teams to troubleshoot customer issues and help influence our roadmap.

Requirements

• 2+ years of experience in customer facing roles, preferably in the hospitality SaaS company industry.
• Knowledge of the hospitality industry preferred, vertical specialization a plus (Hotels, Restaurants, and Casinos)
• The ability to build relationships at all organizational levels.
• Excellent listening and presentation skills with experience presenting to C-Level and technology leaders.
• Knowledge of the Avero platform, Salesforce/CRM and internal processes and the ability to work with internal partners to drive forward projects a plus.

Benefits

• Competitive compensation, coupled with an emphasis on work/life balance.
• Employer-sponsored benefits package including Health, Dental and Vision insurance.
• Health Savings Account with contributions from Avero quarterly!
• Medical and Dependent Care Flexible Spending Accounts
• Company Paid Disability, Life Insurance and AD&D
• Commuter Benefits (for those in NYC!)
• 401k and Company Match
• Parental Leave
• ClassPass Discounts
• Equity in the company – all employees have a stake in our growth!