Enterprise Customer Success Manager

Summary

Join Sertifi, a leading technology company in the hospitality and travel industry, as an Enterprise Customer Success Manager! You will manage post-sales experiences for VIP enterprise clients, overseeing implementation, training, and relationship development. This role requires managing a portfolio of accounts, conducting customer intake calls, and ensuring customer satisfaction and retention. You will collaborate with various teams, track key performance indicators, and maintain product expertise. Based in Chicago or a Sertifi-approved remote state, this position offers a competitive salary and comprehensive benefits package. The ideal candidate possesses strong customer success experience, hospitality industry knowledge, and exceptional communication skills.

Requirements

• Bachelor's Degree or equivalent work experience
• 3+ years Customer Success experience
• 2+ years Hospitality experience
• Demonstrated success of exceeding customer satisfaction and retention targets
• Experience developing implementation plans and managing complex deployments
• Passionate about customer success and driving customer outcomes
• Exceptional communication and presentation skills; able to interact with different audiences, from end users to C-level executives
• Ability to summarize technical and complex topics to a specific target audience
• Strong problem resolution and analytical skills
• Ability to project manage, multi-task, meet deadlines and prioritize projects
• Self-motivated and self-learner with the ability to work under minimal supervision
• Able to collaborate well with a team, but can also manage their workload independently

Responsibilities

• Act as the primary point of contact and advocate for our most strategic and high value customers
• Proactively own and manage a portfolio of accounts and become their trusted advisor by building strong relationships through scheduled business reviews and point in time communications
• Establish the post-sales relationship with new customers with the primary goal of driving Sertifi adoption across the portfolio
• Conduct customer intake calls, establish custom workflows, and deliver high-quality trainings to customers via web conferencing
• Work closely with the Implementation Team to complete new customer and new product onboarding projects
• Facilitate the transition of new clients from implementation to self-sufficiency using customer success software (ChurnZero)
• Drive communication of troubleshooting, and proactively suggest solutions to customer concerns
• Create customer references, testimonials, and case studies
• Provide team feedback by effectively communicating customer needs and feature requests; work cross-functionally across various teams (Sales, Implementation, Product)
• Monitor, track, and report on analytics, status reports and KPIs for your portfolio customers
• Develop an in-depth knowledge of all Sertifi products and services; maintain product expertise across our platform
• Maintain customer needs, questions, and interactions in Salesforce; escalate challenges to the Support Team, and concerns internally to other appropriate teams

Preferred Qualifications

• Experience working in SaaS industry
• Experience with Salesforce.com and/or Delphi.fdc
• Experience with Adobe Acrobat Pro
• Experience with customer success software (i.e. ChurnZero)

Benefits

• Competitive salary
• Unlimited PTO
• Medical/dental/vision insurance
• Short-term and long-term disability insurance
• 401k with 4% match
• Paid parental leave
• Life insurance
• Pre-tax Transit Benefit Program