Director - Customer Success - Travel/Hospitality

Job Responsibilities:

- Lead the overall journey for Customer Success: Map the customer journey and develop interventions for each step, analyze data and customer feedback, and continuously improve the customer experience.

- Assesses Customer expectations and work with other teams to translate them to deliverables that meet business needs

- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

- Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs against technical constraints

- Define program scope, goals and deliverables that support business objectives in collaboration with senior management and key stakeholders

- Ensures high quality, adherence to standards and best practices, high performance, and practices which deliver, and are repeatable and scalable, pertaining to customer experience/ success.

- Help drive continual improvement and innovation in the platform and application development process

- Responsible for Customer Satisfaction

- Work with internal teams to balance, meet and exceed customer expectations and perceptions.\

- Oversee the customer onboarding process and monthly data collection for assigned customers.

- Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers.

- Measure effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team.

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

Requirement:

- A Degree in Engineering and/or an MBA is a plus

- Proven experience leading teams, and leveraging customer success best practices is MUST

- Proven ability to develop strategies, translate them into initiatives and track successful delivery

- Holds strong operational skills that will drive organisational efficiencies and customer satisfaction

- Willing and able to address escalated client issues with speed and urgency

- Must have a proven track record of success; have a strong sense of quality ownership and Customer advocacy

- Passion to work for small and high growth Organizations.

- Self-starter who is hungry to take on new professional challenges, and looking for roles with enormous growth potential.

- Self-motivated and believes in getting things done.

- Reliable, Trustworthy and possesses Professional Integrity.

- Stable job history; Startup/entrepreneurial experience a real plus.