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    Strategic Customer Success Manager - Phoenix, United States - Choice Hotels

    Choice Hotels
    Choice Hotels Phoenix, United States

    1 week ago

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    Description
    Strategic Customer Success Manager

    Scottsdale, AZ (Hybrid)

    Who are we looking for?


    SkyTouch Technology, an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry, has an exciting opportunity as our Strategic Customer Success Manager .

    As a Strategic Customer Success Manager, you will ensure customer satisfaction, retention, and growth.

    You will be responsible for owning a large portfolio of customers and ensuring they successfully embrace and realize value from SkyTouch.

    This includes developing and executing strategies to achieve business outcomes and find opportunities for further success with SkyTouch.

    Are you a passionate customer advocate with a proven track record of success in building relationships and driving business outcomes? We invite you to apply today for our Strategic Customer Success Manager #SkysTheLimit

    Your Responsibilities

    Own a large portfolio of customers and be accountable for their success
    Develop and execute customer success strategies and tactics that align with customer goals and objectives
    Collaborate with cross-functional teams to remove roadblocks and solve strategic and tactical issues impacting customer health
    Build broad relationships at all levels, including VP and C-suite, to increase SkyTouch engagement and relevance in the customer's business transformation and strategic decisions
    Measure and report on customer success metrics, such as customer satisfaction, retention, and expansion
    Spur customer account growth by making logical expansion recommendations

    Your Experience, Skills & Competencies

    At least 5 years of relevant work experience in a customer-facing role (customer support, account management, customer success, consulting, etc.)
    Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
    Strong interpersonal skills and experience building strong relationships
    Ability to influence through persuasion, negotiation, and consensus-building
    Good written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy
    Effective project management and organizational skills, specifically managing a portfolio of strategic accounts, all high-touch customers with complex needs
    Good analytical, problem-solving solving, and troubleshooting skills, applied with a solution-focused attitude
    Previous hotel operations experience

    Preferred:
    Previous hotel software experience

    Preferred:
    bachelor's degree in business, Communications, Marketing, or related field

    Your Team

    This individual contributor role will report to the Senior Director, Customer Strategy & Success. You will have five peer teammates and collaborate with cross-functional departments regularly.

    Your Work Location

    As our Strategic Customer Success Manager, you will be based in our beautiful, state-of-the-art technology hub in Scottsdale, Arizona. In October 2021, our SkyTouch associates moved to a newly constructed world-class technology center.


    Our associates in Scottsdale, AZ, work in a hybrid environment, three days per week in the office and working virtually the remaining days.

    As a result, we provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.

    About SkyTouch

    SkyTouch Technology is an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry.

    Over the last 10+ years, our PMS software, SkyTouch Hotel OS, has been successfully implemented in over 7,000 properties worldwide.

    With our proven track record, we have disrupted the industry and changed the face of hotel operations management, becoming the premiere cloud-based PMS solution for value, scalability, and mobility through industry-leading onboarding, training, and service.


    At our worldwide corporate headquarters in Bethesda, Maryland, and technology center in Scottsdale, Arizona, and through our associates around the globe, we keep Choice Hotels thriving by serving as a champion for our franchisees and providing cutting-edge technology.

    Ability to model Choice's

    Cultural Values:
    Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.
    #J-18808-Ljbffr
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