Sr. Customer Success Manager (AI, SaaS for Hospitality Customers)

Responsibilities:

• Leadership and Team Development: Oversee and develop the Customer Success team, ensuring performance targets are met and fostering continuous professional growth within the team.
• Upselling and Revenue Growth: Drive recurring revenue by promoting new products and cross-selling to existing customers, enhancing their product engagement and supporting consistent revenue streams.
• Data-Driven Analysis and Recommendations: Utilize customer data and feedback to identify trends and derive actionable insights, offering strategic recommendations for product improvements and new feature development based on customer needs.
• Customer Onboarding and Training: Facilitate seamless onboarding experiences for new customers by delivering comprehensive training and guidance to encourage smooth product adoption.
• Customer Engagement Monitoring and Optimization: Regularly track customer usage and engagement to pinpoint improvement areas, providing best practices to maximize product value and enhance user satisfaction.
• Customer Success Planning: Design and implement customized customer success plans, setting clear goals, objectives, and timelines to ensure positive outcomes for customers and the business.
• Proactive Issue Resolution: Anticipate and address customer concerns, working cross-functionally to resolve issues efficiently and effectively.
• Customer Advocacy and Brand Development: Build customer advocacy through programs like case studies and referrals, enhancing brand reputation and fostering customer loyalty.

Requirements:

• Experience: Minimum of 8 years in Customer Success or Account Management, with a strong background in the hospitality industry and international exposure.
• Language Proficiency: Fluent in Chinese and English, enabling effective communication with a global clientele.
• Team Leadership: Demonstrated ability to lead, mentor, and drive team growth.
• Analytical Acumen: Expertise in data analysis and trend interpretation to support informed decision-making.
• Collaborative Skills: Strong interpersonal skills, with a proven ability to work effectively with customers, team members, and cross-functional departments.
• Adaptability: Agile in responding to evolving market and customer demands.
• Goal Orientation: A track record of consistently meeting or exceeding performance targets.
• Problem Solving: Skilled at promptly identifying and resolving customer issues.
• Customer-Centric Approach: Dedicated to understanding and fulfilling customer needs.
• Positive Disposition: Proactive, optimistic, and resilient in overcoming challenges.