Customer Success Manager

Company Description

P3 has over 25 years’ experience providing high-quality technology solutions for international hotels and chains. We are a leading provider of guest facing technology for the Hotel industry such as booking engines, online check-in/out, Kiosk checkin/checkout and loyalty software that are custom-designed and built for each client’s unique brand. 

Over the last 6 years, we have seen steady growth in our customer base and have tripled our number of customers. We are growing more each year and are looking for new talents to join our teams. 

We are open and transparent so that we can continually look for ways to improve our products and how to serve our clients. Personal development and team growth are actively encouraged both on and off the pitch.

Job Description:

Due to the expansion of our customer base, we are looking for a Customer Success Manager to join the P3.

The successful applicant has previous experience working in a fast-moving technical environment. Reporting to the Head of Client Services, this role is the ideal opportunity for a problem solving oriented individual with an interest and natural aptitude for software and technology who enjoys direct contact with clients.

The new Customer Success Manager will work alongside the team in Boulder and Dublin to help the ongoing onboarding of new customers in North America.

Desired Skillset:

• Internet architecture

• Experience with Oracle Opera (V5 or Cloud) or other PMS systems

The Customer Success Manager will:

• Work with the Development team to drive the vision and development of software products and the ongoing client services requests.

• Have a significant role in quality and is the only team member empowered to accept stories as complete.

• Project management several customers through an onboarding process.

Responsibilities:

• Work with the clients to help them onboard to our product portfolio.

• Collaborate with the clients and to coordinate project schedules, budgets, and staffing

• Effectively communicate the clients requests in the P3 backlog of development requests including success criteria to the development team so that they can provide work estimates and accept and complete work to the satisfaction of the clients.

• Communicate with the client on a regular basis to provide feedback on progress of implementation of projects and releases.

• Manage project risk and resolve project issues.

Must be able to:

• Work on own initiative.

• Manage daily and weekly priorities.

• Liaise effectively with clients, developers and support team.

• Good written and telephone communication skills.

Key daily tasks of Customer Success Manager:

• Weekly/daily customer calls or face to face meetings and quarterly meetings.

• Quality assurance in line with Visual UI designs and product specifications,

• Assisting customers with Reporting

• Check that support tickets are being dealt with promptly and within the SLA agreement.

• Chase support tickets.

• Chasing up quotation with customers.

Project management skills:

• Project plans

• Create and manage project to-do / bug list

• In house production meetings

Benefits:

• Possible opportunity to travel to Dublin, Ireland

• Hybrid working environment: remote work and working from the office; our office will be set in Kiln, Boulder.

• Team building trips in great locations to energize and inspire

• Other benefits: Healthcare, flexible working hours.

• Salary depends on your level of experience and qualifications. P3 invests in our staff and gives them the opportunity to grow and develop.

Further Details

• Interviewing now, starting immediately

• All candidates must have a valid working visa to work in USA.

• We can do interviews outside of the normal 9-5 so no need to use up annual leave!