Senior Partner- Customer Success

5 days ago

กรงเทพมหานคร, Thailand RateGain Full time

**Purpose of the role -**
- We will not be successful unless our customers are receiving massive value from our service. RG is looking for Senior Partner
- Customer Success who will own driving success for our customers.
- This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).

**Responsibilities**
- Drive Customer Success Outcomes
- o Increase renewal rates and reduce churn
- o Expand our revenue in accounts through cross-sell and up-sell
- o Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- o Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- o Map customer journey
- o Develop listening points in journey (e.g.; usage, satisfaction, etc.)
- o Standardize interventions for each point in journey
- o Define segmentation of customer base and varying strategies
- o Identify opportunities for continuous improvement
- Manage Customer Success Activities
- o Onboarding
- o Training
- o Professional Services
- o Customer Support
- o Customer Success Management
- o Renewals
- o Cross-sell / Up-sell
- o Advocacy

**Competencies**
- Minimum 4-7 years’ experience with significant time spent in hospitality/travel technology or SaaS company.
- In-depth understanding of hotel distribution technology is preferred (including connection with OTAs, GDS, content etc.)
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience with a strong commercial acumen
- Ability to read commercial contracts and understand legal clauses
- Strong empathy/obsession for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills

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