Technical Customer Success Manager

Position Summary

As a Technical CSM for Hotel Effectiveness, you will play a pivotal role in making our hospitality customers successful leveraging our labor management solution. You will serve as the "voice of the customer" for Hotel Effectiveness at Actabl, focusing on driving product value through deep needs analysis, leading technical discussions, building optimization plans, and delivering specialized training. Your expertise will contribute to optimizing labor efficiency and fostering strong, long-term customer relationships.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Understanding & Analyzing Customer Needs

• Voice of the Customer: Gather data-driven 'voice of the customer' and share it with cross-functional partners including Product, Onboarding, and Sales.
• Gap Analysis: Develop a deep understanding of prospective and existing customers' operational challenges to identify pain points and opportunities where our labor management solution can drive adoption, engagement, and ultimately reduce churn.
• Strategic Roadmap Feedback: Based on customer feedback and your expertise, provide input on our Hotel Effectiveness Product Roadmap owned by the Product team.

Driving Product Value & Engagement

• Value Narratives: Develop persuasive narratives and ROI models to demonstrate how Hotel Effectiveness addresses specific business needs and delivers tangible financial value.
• Technical Consultation: Facilitate deep-dive technical conversations with customers regarding use cases for new feature requests and enhancements.
• Engagement Strategy: Analyze Pendo product data (PES, NPS) to determine trends and power Customer Success campaign strategies.

Internal Enablement & Collaboration

• Cross-Functional Go-To-Market: Coordinate go-to-market planning to get new features to existing customers with Product, Learning & Development (L&D), and Revenue teams.
• Team Training: Partner with L&D to facilitate internal training on new product releases and oversee product-specific training for new hires.
• Customer Webinars: Partner with L&D to facilitate webinars to drive Hotel Effectiveness adoption and value with our existing customers.
• Resource Development: Partner with Marketing on product-specific, customer-facing materials and assist with Strategic Business Reviews to show customers demonstrable product ROI.

Strategic Oversight

• Retention Improvements: Facilitate product-specific retention strategies and develop benchmarks/plays for at-risk customers.
• Customer Advisory: Coordinate the Customer Advisory Board to gather feedback, foster strategic partnerships, and guide innovation.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Education: Bachelor's degree in Business Administration, Hospitality, or a related field; or a commensurate combination of education and experience.
• Experience: 3 years minimum of experience in Customer Success, Account Management, Consulting, or Hotel Operations.

Skills:

• Proven experience in strategic planning, solution development, or consulting, ideally within the hospitality industry.
• Demonstrated expertise in labor planning and standards, ideally within the hospitality industry.
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Excellent organizational, presentation, and verbal/written communication skills.

Technical Knowledge:

• Proficiency in G-Suite (Google Drive, Gmail).
• Experience in Pendo, ChurnZero, and ZenDesk preferred.
• Familiarity with CRM and data analytics tools.
• Willing to travel based on customer and business needs.

Additional Information

• Compensation: Base salary range of $110-120K + 8% annual bonus target.
• Location: Preferred location for this position is our Denver office. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.
• Work Environment: We are a hybrid friendly company with office hubs in Denver, Atlanta, and Tampa. Preferred location for this position is Denver. However, candidates located outside of our office hubs will be reviewed and considered if necessary. No matter where you live and work, you're a part of the Actabl team.