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SeniorFull-timeAWSAI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Success Manager to join our team at Emburse. This role focuses on ensuring the post-sales success of a portfolio of customers by making the value of our solutions visible and driving customer adoption.
Key Responsibilities
- βDeliver an industry leading customer experience to assigned enterprise client base
- βCollaborate with internal teams to represent the voice of the customer
- βProvide travel product training for new and ongoing customers
- βEstablish travel product/industry best practices for customers
- βOwn ultimate responsibility for the customerβs retention and expansion success while preventing churn
- βMaintain accurate and current records of customer information in Salesforce
- βDeliver benchmarking analysis (travel industry, peer comparisons)
- βOwn cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process
- βServe as an escalation point for issues that impact the customerβs success and work with internal teams to drive resolution
- βWork with leadership on new CSM initiatives
- βManage key accounts through monitoring customer health, business reviews and customer engagement
- βDevelop and maintain long-term relationships to achieve customer success
- βContribute to overall process improvements and workflows
- βAssist in onboarding, training, and mentoring of team members
- βProvide first level support to CSMs before escalation to lead/manager
- βTroubleshoot customer situations/escalations to positive outcomes
- βSupport CSM team in managing group requests, such as customer references, marketing initiatives, and teamwide projects
- βBe familiar and engaged in travel industry trends
- βHost/assist with Executive Business Reviews as well as contact with C-suite
- βPresent at internal and customer facing speaking events
- βProactively monitor reshop performance and identify issues/concerns
- βResearch issues and collaborate with Support Team for resolution
- βConduct business reviews with a consultative approach to uncover trends and inform client of additional travel program savings opportunities
- βProvide training and understanding of products and technology to clients and TMC providers
Requirements
- βBachelorβs Degree or equivalent experience
- β5+ years experience in a consultative, strategic customer service role, or 5 years in travel industry
- βStrong interpersonal, organizational, and communication skills
- βProficient with Excel, Word, PowerPoint, Google Suite, Salesforce experience
- βExperience using video conferencing systems (Zoom or GoToMeeting)
- βGainsight experience preferred
- βProduct demonstration skills
- βConfluence experience preferred
- βCreative - out of the box - solutioning
- βExcellent follow up skills to ensure customer expectations are met
- βAbility to meet ever-changing priorities
- βExperience using Power BI (highly preferred)
