RateGain - Director/Senior Director - Customer Success - OTA

Director / Senior Director - Customer Success (OTA)

Role - Director / Senior Director - Customer Success

Purpose of the role - We will not be successful unless our customers are receiving massive value from our service. RG is looking for a Account Manager who

will own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.).

Responsibilities:

- Drive Customer Success Outcomes

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle:

- Map customer journey

- Develop listening points in journey (e.g.; usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

- Identify opportunities for continuous improvement

Manage Customer Success Activities:

- Onboarding

- Training

- Professional Services

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell / Up-sell

- Advocacy

Competencies:

- Minimum 10 years experience with significant time spent in hospitality/travel technology.

- In-depth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.)

- Ability to manage influence through persuasion, negotiation, and consensus building

- Ideally combined background of post-sale and sales experience with a strong commercial acumen

- Ability to read commercial contracts and understand legal clauses

- Strong empathy/obsession for customers AND passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Excellent communication and presentation skills