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Customer Success Manager

2 months ago

Cape Town, South Africa RoomRaccoon Full time

Room Raccoon
Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.
Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa.

Title: Customer Success Manager
Type: On-site
Terms: Full-time

Language: English
Location: Only considering applications based in South Africa (Cape Town)

Your North Star
You will be responsible for helping our existing customers in the English market to leverage the full power of Room Raccoon by upselling a range of upgrades. These upgrades range from our own premium services including automated customer upselling and entry-level revenue management to integrations with an extensive marketplace of connectivity partners covering accounting automation, point of sale, door lock, third party revenue management software and much, much more.

Day in the life of the Customer Success Manager
Product and Market Knowledge

- Identify upsell opportunities by understanding customers' evolving needs and objectives.
- Collaborate with the sales team to develop tailored proposals and strategies for expanding customer usage.
- Deliver demos of Raccoon Pay and showcase additional benefits to interested hoteliers.
- Develop a comprehensive understanding of our product suite, competitor offerings, and pricing.

Customer Engagement and Relationship Building

- Proactively engage with hoteliers to understand their business goals, challenges, and objectives.
- Serve as the primary point of contact, fostering strong relationships with key stakeholders.
- Conduct regular check-ins and reviews with customers to monitor progress and satisfaction levels.
- Identify opportunities to optimize and enhance hoteliers' experiences based on feedback and usage patterns.
- Provide training and educational resources to empower hoteliers to maximize our products.

Customer Retention Strategies

- Develop and execute strategies to proactively address customer concerns and mitigate churn risks.

Key skills:

- Non- negotiable: Fluent English
- 2+ years of work experience in a similar role

- Hotel experience
- Experience with upselling & cross-selling
- Patient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsell
- Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities

Beneficial skills

- Saa S experience is advantageous

How to be successful as the Customer Success Manager

- Organisation & Planning
- Attention to detail
- Self-Motivated
- Stress Management
- Team Player

Perks:

- Free Food Fridays
- Mac Environment
- Incentive Based Commission
- Formal Training Budget
- Annual Hotel Experience
- Equity
- Birthday & Christmas Vouchers

- Medical Aid Contribution