What are the responsibilities and job description for the Customer Success Manager position at RightRez (A Mize Company)?
This is a full-time remote role for a Customer Success Manager. This position will be responsible for managing and supporting a portfolio of assigned client accounts.
You will own the relationships with your clients, acting as a trusted advisor, providing technical support and troubleshooting as needed, and managing client projects. As a CSM, you will also be responsible for inside sales, identifying opportunities for account growth and increased value within your existing client base.
You will be joining a small company that creates and provides automated air travel booking and management technology to an array of leisure and commercial travel firms around the world. Current clients include EF Education, Grand Circle Travel, Gate 1, AAA, Carnival, and many more.
Key Responsibilities
- Build and maintain excellent business relationships with all clients
- Ownership over assigned client accounts, providing software support and guidance, and executing strategic growth plans for the account.
- Forecast and track key account metrics
- Manage multiple client support requests, prioritizing to meet client’s needs
- Effectively document client interactions, software issues and defects
- Analyze and recommend client business processes and best practices
- Provide the product team with client needs and feedback
- Train clients to use software effectively
- Plan and execute client implementations of software
- Daily monitoring of production software environments
- Participation in evening/weekend on call rotation
Benefits You Will Enjoy
- Comprehensive Benefits Package that will include Medical, Dental, and Life insurance plans.
- Retirement Savings Plan with company match.
- Paid Holidays.
- Personal Time Off.
- Minimum of 3 years of experience as a Customer Success Manager or in an equivalent client-facing account management role.
- Experience with the airline reservation processes, the Global Distribution Systems, and Passenger Name Records
- Analytical and troubleshooting skills
- Ability to work with and understand software functionality in detail
- Experience troubleshooting proprietary applications
- Ability to work independently utilizing time management and organizational skills to manage multiple tasks and prioritize while consistently meeting deadlines
- Ability to research, create, and document requirements, processes, and technical specifications
- Basic knowledge of SQL a plus and APIs a plus
Please submit your CV in English.