Customer Success Manager

## About the Role As a Customer Success Manager at Avero, you will play a critical role in driving customer success and growth for the company's hospitality SaaS platform. Your day-to-day responsibilities will include managing a growing portfolio of customers, assisting in the development of the Customer Success department, and collaborating with the sales team to identify opportunities for up-sell and cross-sell. You will be the key contact for a portfolio of customers, ensuring they receive exceptional service and support throughout their journey with Avero.

The ideal candidate will have a strong passion for the hospitality industry and a proven track record of driving customer success in a SaaS environment. You will be a results-driven individual with excellent communication and interpersonal skills, able to build strong relationships with customers and internal stakeholders.

You will report to the Global Account Manager and work closely with the sales, product, and technology teams to ensure seamless customer onboarding, product adoption, and issue resolution.

## What You Will Do - Manage a growing portfolio of customers, ensuring exceptional service and support throughout their journey with Avero - Assist in the development and evolution of the Customer Success department - Collaborate with the sales team to identify opportunities for up-sell and cross-sell - Develop and execute targeted customer engagement plans to drive product adoption and customer satisfaction - Build and manage strong relationships with key partners and stakeholders - Provide insights and recommendations to customers to ensure they are getting the most out of Avero's platform - Work closely with the product and technology teams to troubleshoot customer issues and influence the product roadmap - Analyze customer success metrics and data, including NPS, customer testimonials, and references - Execute onboarding plans to ensure customers are set up for success - Identify opportunities for process improvements and implement changes to drive efficiency and scalability - Develop and maintain a deep understanding of Avero's platform and its applications in the hospitality industry

## What We Are Looking For - 2+ years of experience in customer-facing roles, preferably in the hospitality SaaS industry - Proven track record of driving customer success and growth in a SaaS environment - Strong passion for the hospitality industry and a deep understanding of its challenges and opportunities - Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders - Strong analytical and problem-solving skills, with the ability to analyze data and drive insights - Experience with Salesforce and Excel, or similar technologies - Ability to work in a fast-paced, dynamic environment and adapt to changing priorities - Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously - Ability to work autonomously and as part of a team

## Nice to Have - Experience working in a remote or distributed team environment - Knowledge of the hospitality industry, including hotels, restaurants, and casinos - Certification in customer success or a related field - Experience with data analysis and visualization tools, such as Tableau or Power BI

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a leading hospitality SaaS provider and make a meaningful impact on the industry - Collaborative and dynamic work environment with a team of experienced professionals - Professional development opportunities, including training and certification programs - Flexible work arrangements, including remote work options - Access to the latest technologies and tools, including Salesforce and Excel - Recognition and reward programs for outstanding performance and contributions

- Develop a strong understanding of the hospitality industry and its challenges, including the role of technology in driving innovation and growth.

• Highlight your experience with customer success platforms, such as Salesforce, and your ability to analyze data and drive insights.
• Showcase your passion for customer success and your ability to build strong relationships with customers and internal stakeholders.
• Be prepared to discuss your experience with data analysis and visualization tools, such as Tableau or Power BI.
• Research Avero's platform and its applications in the hospitality industry, and be prepared to discuss your understanding of the company's products and services.
• Emphasize your ability to work in a fast-paced, dynamic environment and adapt to changing priorities, and highlight your strong organizational and time management skills.
• Be prepared to discuss your salary expectations and benefits requirements, and be open to negotiation.