Customer Success Manager Job Philadelphia area,Pennsylvania USA,Customer Service/HelpDesk

About Us

Directful is a cutting-edge hotel tech startup revolutionizing the hospitality industry. We provide innovative software solutions to hotels, enhancing their marketing, operations, and guest experiences. As we continue to grow, we are seeking a dedicated and experienced Customer Success Manager to join our team and help us deliver exceptional service to our valued hotel clients.

Job Description

As a Customer Success Manager at Directful, you will play a pivotal role in ensuring the success and satisfaction of our hotel clients. You will be the primary point of contact for our customers, responsible for building strong relationships, addressing their needs, and proactively ensuring they derive maximum value from our software solutions.

Key Responsibilities

Customer Relationship Management: Develop and maintain strong, long-lasting relationships with hotel clients by understanding their unique needs, goals, and challenges.

Issue Resolution: Act as the first point of contact for customer inquiries, concerns, and issues. Troubleshoot problems, provide timely solutions, and escalate complex issues to the appropriate teams.

Proactive Customer Engagement: Proactively reach out to customers to prevent issues, gather feedback, and ensure they are utilizing our software effectively. Identify opportunities for upselling or cross-selling additional services.

Quarterly Business Reviews (QBRs): Conduct regular QBRs with customers to review performance metrics, highlight successes, and identify areas for improvement. Collaborate with customers to develop action plans and strategies for achieving their goals.

Product Knowledge: Maintain a deep understanding of our software solutions and their capabilities to effectively communicate product features and benefits to customers.

Training and Onboarding: Assist customers in onboarding new staff members, providing training sessions, and creating educational materials to maximize their product knowledge.

Feedback Collection: Gather and document customer feedback, feature requests, and suggestions for product enhancements. Share this feedback with the product development team to help shape future updates.

Customer Advocacy: Encourage satisfied customers to become advocates, participate in case studies, testimonials, and refer new business opportunities.

Qualifications

Bachelor's degree in Business, Hospitality, or a related field.
Minimum of 4 years of experience in customer success, account management, or a related role, preferably in the SAAS space.
Excellent communication, negotiation, and problem-solving skills.
Proven track record of meeting or exceeding customer satisfaction and retention goals.
Ability to work independently and collaborate effectively with cross-functional teams.
Proficiency in CRM software and customer success tools.
Willingness to travel occasionally for client meetings (if required).

The ideal candidate will have significant experience selling SaaS/software into the hospitality industry, coupled with proven success of achieving quotas in sales.

Why Join Us

Be part of a dynamic and innovative startup that is reshaping the hotel tech industry.
Work with a passionate team of professionals dedicated to customer success.
Competitive salary and benefits package.
Opportunities for career growth and professional development.

If you are a customer-centric professional with a passion for hospitality and the drive to make a significant impact in a fast-growing startup, we encourage you to apply.

To apply, please submit your resume and a cover letter outlining your relevant experience and explaining why you are the ideal candidate for this position. We look forward to welcoming you to the Directful team!

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