Customer Success Manager EMEA
Belgium, Vlaams Gewest, GhentCustomer Success
Introduction OTA Insight
At OTA Insight, we’re helping the hospitality industry with our BI solution to visualise and leverage its data in the most simple way so that they can optimise their revenue, distribution and marketing decisions. This year is our 10 year anniversary and it is a big one! We raised a series B funding and have welcomed two companies to our organisation. With 385+ people, representing 36 nationalities living in 30 different countries, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionising the hotel sector? 🚀
What’s in it for you?
At OTA Insight you join the #bestteamever where you can be part of developing a market-leading technology platform. As a high performing team, we put our clients and innovation first. However, growing together and being passionate about our mission also means having fun together. So prepare for remote team gatherings and after work drinks on us!
As a Customer Success Manager at OTA Insight, you will be doing whatever it takes to ensure clients attain success with our products. We’re looking for someone who can offer white-glove service to our very best clients, and go the extra mile to make sure they continue to have an incredible experience once transitioned from our Business Development team. Strengthening our relationships with customers by building confidence and trust with our clients will be key for this role. You will also have a passion for customer retention and are eager to help identify new ways of working effectively with our transactional accounts.
Account planning by using strong project management skills.
Manage a large portfolio of accounts (>100). You will be responsible for strengthening the relationship with the key stakeholders and maintain a focus on driving value from the onboarding through renewal.
Although you aren’t directly responsible for customer support, you will need to answer customers’ questions during important transitions throughout the client journey, such as onboarding, renewals, and upsells.
Conduct customer check-ins and proactively address customers’ needs.
Monitor customer health metrics - such as time spent, NPS etc - and take action when necessary to prevent churn. Keep churn rate to a minimum by implementing clear retention strategies.
Identify opportunities for upselling and cross-selling and work closely with the sales team to achieve these objectives.
Identify renewal risks based on the information provided in our customer 360 views and via our (future) Customer Success tool.
Ensure all information relating to each account is accurately logged into our systems in an accurate and timely manner
Lead customer training sessions / CS campaigns as part of the ongoing product adoption. Provide our customers with information and assistance regarding product updates in order to ensure that existing & new features are widely adopted.
You will be asked to take on special projects from time to time.
2-3 years experience in a combination of revenue management, and/or marketing/sales/distribution or providing services and solutions to hotels in revenue management, and/or marketing/sales/distribution.
Minimum Bachelor degree in a relevant discipline (e.g., business, marketing, hospitality leadership, etc.)
Excellent communication skills with the ability to effectively interface with C-Level executives.
Understanding of the hotel landscape, including the differences in management companies, chains, brands, etc., is required.
Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure.
Demonstrated ability to ensure achievement of client objectives and company financial objectives through an understanding of client objectives and influencing and directing internal product and operations teams.
Excellent analytical, problem-solving, and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions.
Strong overall business and people skills, including planning, presentation skills, sales skills.
Polished written and verbal communication skills.
Self-motivated, goal-oriented, and able to work in a team environment.
Computer proficiency in Excel, MS Word, PowerPoint, SalesForce, etc.
Experienced with the Global Hotel Chains systems such as their PMS/CRS/RMS is a big plus.
Proficiency with Rate Parity rules and violations, and the wholesale channels and bed banks is a plus.
At OTA Insight you join our high performance #bestteamever where you can be a part of growing and developing a market leading technology platform. We are a rapidly growing company and are looking for passionate and talented team players. With extensive training and development programs the opportunities to succeed here are endless, as we continue our journey to innovate and disrupt with our cutting-edge technology.