Job Overview
The key objective of this position is to support the Customer Success Manager (CSM) in securing revenue growth by ensuring contracts are managed efficiently and effectively.
* Proactively monitor contract expiration and termination information for assigned accounts through reporting and dashboards, collaborating closely with the Director of Sales (DOS) and CSM.
* Generate accurate and complete contracts for customer signatures through defined processes, adhering to established procedures.
* Engage clients to request contract signatures, respond to inquiries, and resolve any issues that may arise.
* Process completed contracts through order management to ensure seamless service continuity, escalating term requests, objections, or failures to renew to the CSM for prompt action and reminders.
* Partner with other specialists to assist with tasks such as credit hold reviews, affiliation updates, property name changes, spend reports, etc.
* Establish and maintain relationships with DOS and CSM as part of the account team to provide dedicated support during renewal activities.
* Actively collaborate with Customer Success Managers to promote adoption and usage.
* Support daily customer requests and issues with internal teams such as Customer Operations Specialists (COS).
* Coordinate renewal activities and contract processing with CSM, managing order processing for successful contract completion. Maintain Salesforce accuracy and tracking for all renewal activities. Analyze renewals for VPs and CSM leaders in coordination with the Customer Success Analyst.
Requirements
* Education: Bachelor's degree in a related field or equivalent work experience.
* 2-5 years of sales/customer support experience, proficient in Microsoft Office and Salesforce, with project management skills, organization, strong written and communication skills, attention to detail, and basic financial knowledge.
* Advanced conceptual thinking skills to develop customer-specific solutions.
* Exceptional negotiation and planning skills, clear communication, and commercial acumen.
* Able to manage challenging conversations effectively.
* Familiarity with the Hospitality Industry.
Skills and Qualifications
This role requires a unique blend of technical and interpersonal skills. Key qualifications include:
* Excellent analytical and problem-solving abilities.
* Strong negotiation and conflict resolution skills.
* Ability to adapt to changing priorities and deadlines.
* Proficiency in Microsoft Office, particularly Excel and Word.
* Knowledge of Salesforce and its applications in sales and customer success.
What We Offer
In return for your expertise and dedication, we offer a competitive compensation package and opportunities for professional growth and development within our dynamic organization.