About the position
Introduction
We are currently recruiting for a Customer Success Manager to manage the complete life cycle of a customer (onboarding, support and account management):
• Delivering on all aspects of hospitality business, including delivering on revenue targets.
• Analysing and improving business processes, thereby driving efficiencies for your clients.
• Managing customer renewal process and ensure less than 2% churn in your accounts.
Description
PRIMARY RESPONSIBILITIES FOR THE ROLE
a) Business Growth
· To ensure successful customer onboarding
· To drive and position the hotel product offering for strategic growth within your portfolio of customers.
· Drive the hospitality and or Opera pre-sales engagement and processes.
· Focus on large and complex sales opportunities that need creative and complex solutions.
· Perform quarterly business reviews with customers ensuring renewal
· Upselling and cross-selling to customers, introducing customers to new products and services.
· Translate and communicate customer sentiments internally.
· Increase customer advocacy within your portfolio of clients.
· Foster long-term relationships with customers helping them achieve value in our products and services.
· Bridge the gap between sales and support.
· Create resources for customers that help them fully understand and utilise the products and services.
· Keep updated on modern technologies available within the hotel / Opera products and general IT technologies related to our industry.
· To be aware of current trends in the industry and suggest how these trends could be implemented to benefit the micros business.
· Assess client risks and opportunities
· Deliver and share relevant communication to the client regarding business and industry developments.
· Provide direction and specialist knowledge in applying the technology/application to client business.
b) Sales and Marketing
· Collaborate with sales teams and clients and drive innovative solution roadmaps to drive outstanding ROI in their businesses.
· Ensure that the customer’s software solution is kept current and up to date, ensuring the customer receives the best functionality possible
· Collaborate with the sales and marketing team to develop customer specific offers.
· Participate in sales efforts and networking activities to enhance the company’s reputation and visibility
· Continuously look for opportunities to add value to the customer through product knowledge and understanding of best practices.
Minimum Requirements
MINIMUM QUALIFICATION AND EXPERIENCE REQUIREMENTS
· Matric / Grade 12 / Equivalent
· Degree or Diploma in Business Degree (advantageous)
· Thorough knowledge of the Opera product
· Minimum 10 – 15 years of management or supervisory experience
· Hospitality qualification essential
· In-depth understanding of the industry and the workings of different departments of a company, including finance, sales and human resources
· Excellent leadership and organisational skills
· Strategic planning and business development
DESIRED SKILLS AND QUALITIES
Personal Attributes and Qualities
· Strategic thinking
· Decision-making skills
· Micros product knowledge
· Project and time management
· Problem solving
· Change management
· Excellent communication and people skills
· Excellent leadership and management skills
Desired Skills:
- Hospitality
- Opera
- Manager
