Customer Success Manager

Avero is a technology partner for the hospitality industry, empowering over 40,000 professionals. They are seeking a proactive Customer Success Manager to engage and retain customers, assist in onboarding, and identify upsell opportunities while providing exceptional service.

Responsibilities:

• 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
• 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 hospitality industry preferred, vertical specialization a plus (Hotels, Restaurants, and Casinos)
• Knowledge of the Avero platform, Salesforce/CRM and internal processes and the ability to work with internal partners to drive forward projects a plus