Agilysys · 1 day ago
Customer Success Manager
Las Vegas, NV
Full-time
Onsite
Mid, Senior Level
$80K/yr - $90K/yr
5+ years expAgilysys is a SaaS technology leader transforming the hospitality industry. They are seeking a proactive and strategic Customer Success Manager to support and grow customer relationships across North America, Europe, and the Middle East, ensuring maximum value from their solutions and fostering long-term partnerships.
Information TechnologySoftware
Responsibilities
Develop and maintain strong relationships with assigned customers, business users and key influencers to ensure the highest level of customer satisfaction, product adoption and account reference-ability
Collaborate with the onboarding team to ensure a successful and seamless transition of new customers post-go live
Collaborate with the sales team to help identify and drive upsells opportunities for new products, licenses and partner integrations
Operate with a zero-churn mindset by proactively soliciting and monitoring customer satisfaction, product usage and adoption to mitigate potential churn risk at all times
Proactively follow-up on customer feedback and CSATs by ensuring all internal stakeholders are aware and appropriate remediations are put in place when required
Partner with the sales team on market opportunities by providing insight on account health, satisfaction, usage and adoption
Partner with the finance team on customer billing and assist with any collection issues to avoid account deactivations
Ensure any unique feature requests and/or custom delivery projects and commitments are appropriately identified, understood and carried through with the internal stakeholders needed to deliver on time and with the desired results
Support internal stakeholders with customer communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveys
Update and keep current all relevant customer contact information, meeting notes, emails and communications in Salesforce
Assist in any other tasks and projects as assigned
Build and maintain strong, long-lasting relationships with customers across multiple countries in North America, Europe and the Middle East
Monitor customer health metrics and engagement levels to drive satisfaction, reduce churn, and support contract renewals process
Identify growth opportunities within existing accounts and partner with sales to drive upsell initiatives
Serve as the voice of customers by providing feedback to product, marketing, and support teams, helping influence product roadmap and strategy for the region
Work closely with Sales, Product, Marketing, and Support teams to align customer goals and deliver a cohesive experience
Qualification
Required
5+ years of experience in managing customer relationships preferably in B2B software / SaaS
Must have knowledge and direct experience within luxury hotel, spa or wellness business in an operations/customer facing role
Ability to support luxury hotel chains with standardized processes across accounts
Self-motivated, proactive, and able to thrive in a fast-paced environment
Excellent verbal and written communication skills – ability to articulate complex topics, issues and resolutions both orally and in writing
Must have strong business acumen, problem solving, multi-tasking and analytical skills
Flexibility in working outside normal business hours (where required) to meet with customers
Excellent presentation skills, both online and in person
Preferred
Experience using Book4time, Agilysys Spa, Agilysys Golf, and/or Agilysys Membership is preferred
Proficiency across multiple platforms including Salesforce, Zendesk, Pendo, MS Office Suite would be considered an asset
Company
Agilysys
Agilysys is a hospitality solutions company.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$72.7M2024-02-14Post Ipo Secondary· $72.7M
1978-06-13IPO
Leadership Team
Prabuddha Biswas
CTO
Joe Ahmed Youssef
SVP & Chief Commercial Officer
Recent News
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