Manager/Senior Manager - Customer Success - IT

Job Title: Customer Success Manager/Sr. Customer Success Manager

Location: Bangalore, India

Timings: 4:00 PM To 1:00 AM IST/ 9:00 PM To 6:00 AM IST (Swing/ Night Shift)

Job Summary:

Our Customer Success manager manages a portfolio of strategic hotel brands to improve their digital presence Developing strategy both pre-launch and post Site launch to drive ROI for our clients.

Key Skills Set:

- 3+ years- experience in customer facing position

- Masters from an accredited college or university. College Degree is a must.

- Experience within hospitality industry (lodging, dining, tourism)

- Experience in Ecommerce

- Fast learner and able to handle multiple tasks with changing priorities

- Excellent verbal and written communication skills

- Strong time management skills

- Strong analytical and reporting skills

- Experience in SEO (Search Engine Optimization) desired

- Previous experience working with International clients

Responsibilities:

- Serve as a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts

- Maintain regular communication with both the customer and internal teams, constantly managing customer expectations

- Serve as a first point of escalation for customer concerns relating to technical issues and coordinate, manage, and drive escalations with Milestone services, sales, and product teams

- Provide proactive status updates to required parties

- Host periodic checkpoint and status calls with customer and internal stakeholders

- Identify enablement goals and plans

- Keep current on the latest trends in the search marketing and hotel marketing industry

- Present social and paid media marketing strategies to current and prospective clients

- Monitor performance through regular ROI reports; formulate strategies to build on strengths and overcome weaknesses