National

Customer Success Manager

SHARE
Share on linkedin
Share on facebook
Share on twitter
Share on email

INTELITY™ is the global provider of the broadest enterprise guest experience and management platform for hotels, casinos and luxury residences. We are on a mission to provide our customers with the most direct and advanced connection to their guests, while also supporting back-of-house operations and business intelligence. Our award-winning company has been recognized as an industry leader by Forbes Travel Guide, Hotel Tech Report, Built-In LA, and Travel Weekly, and has received accolades about our platform and leadership. We are growing rapidly and have offices in both North America and Europe.

We are building the next-generation platform for the guest service industry, and we are looking for a brilliant and versatile Customer Success Manager to own and manage the commercial and operational relationships of INTELITY accounts. This position requires a customer-centric thought process as well as advanced troubleshooting and sales skills, with the ability to work closely with others at all levels both internally and externally in a highly professional and client service-oriented manner. The incumbent will interact with key client stakeholders and be able to strike a balance between client expectations and the Company’s strategic objectives. They will also own all activities around their assigned accounts and will be expected to be well versed in all commercial terms, maintenance and support needs, project delivery activities, timelines, and project scope.

Key Responsibilities

  • Leverages business and industry knowledge to partner with customers to help them accelerate business value and ROI
  • Post-sale customer relationship owner. Responsible for establishing positive relationships and results, ensuring that customers derive maximum value from their investment with INTELITY, utilizing all functionality of the system to ensure adoption and a successful renewal
  • Build and nurture relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
  • Monitor customer usage data, health indicators, renewal dates and growth opportunities
  • Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map features and benefits to address their needs
  • Establish and review customer KPIs in line with organizational success metrics and external client needs to demonstrate the value of our platform
  • Help gather feedback on UI and customer experience to encourage platform enhancements, updates, communicate bugs and technical issues
  • Capture key learnings of site visits and ensure Salesforce is updated with meeting info, key contacts, and documentation
  • Liaise with Customer Support to identify, track and escalate customer problems, and/or training initiatives.
  • Be a mover and a doer; seek out friction points and derive creative solutions.

Job Requirements

  • 3+ years of related sales support, account management and/or customer success experience (within the hospitality or technology space a plus)
  • Bachelor’s degree
  • Hospitality industry experience a bonus
  • 3+ years of experience with CRMs (Salesforce, HubSpot, etc.)
  • Strong computer skills required; proficiency in MS Office (Word, PowerPoint, Excel), SmartSheets and Google Suite
  • Strong knowledge of business processes (Sales, Marketing, Service, Support)
  • Outstanding organization and time management skills
  • Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
  • Ability to quickly grasp and distinctly explain technological and business concepts to connect with our customers in a whole new way
  • Ability to navigate customer organizational structures to identify and build relationships with executives and stakeholders
  • Proficient at being prescriptive and driving action-oriented meetings
  • Persuasive communication, presentation, and interpersonal skills
  • Fluency in English language skills. Additional foreign languages would be an advantage.
  • Training and documentation experience is a plus bonus

INTELITY offers competitive pay, benefits, flexible work from home (WFH) policies in a goal-oriented environment. We are focused on creating and maintaining a fun, positive work environment where employees can grow and flourish. Employees can participate in enriching training and development opportunities and entertaining weekly social events (remote and onsite). We offer comprehensive benefit plans for our employees and their dependents, including medical, dental, and vision plans, as well as wellness programs. Employees also have access to Flexible Spending Accounts (Dependent Day Care and Medical), and can participate in the Company’s 401(k) Plan and equity incentive plan.

INTELITY provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Apply

SHARE
Share on linkedin
Share on facebook
Share on twitter
Share on email
https://intelity.com/careers/customer-success-manager-210428/

Copied to clipboard

Integrations

Download the Checklist

Fill out this short form to access the our Roadmap to Tech Success: 10 Questions to Ask Vendors Before Your Next Purchase.

[Product Name]

Download the One-Sheet

Fill out the following form to access additional information about …

Mobile Key

Download the One-Sheet

For additional information about our Mobile Key solution, download the PDF one-sheet after filling out this short form.

Mobile & In-Room Dining

Download the One-Sheet

Fill out this short form to access additional information about how we approach digital dining.

Guest Marketing

Download the One-Sheet

Fill out this short form to access additional information about using our platform to market to your guests.

In-Room Tablets

Download the One-Sheet

Fill out this short form to access additional information about our In-Room Tablets.

Integrations

Download the One-Sheet

Fill out this short form to access additional information and a list of our more popular integrations.

Smart Mirrors

Download the One-Sheet

Fill out this short form for more information about our Smart Mirrors solution.

Casting

Download the One-Sheet

For additional information about our Casting solution, download the PDF one-sheet after filling out this short form.

Live! Casino & Hotel Success Story

Download the One-Sheet

For additional information about Live! Casino & Hotel and how they saw success leveraging Guest Marketing, download the PDF one-sheet after filling out this short form.

Do Not Sell My Personal Information

In accordance with the California Consumer Privacy Act (CCPA) you have the right to opt out of the sale of your Data to third parties. Submit your request below to opt out of the sale of your Data.

INTELITY will review your request and respond within 5 business days.

Data Questions for CA Residents

Want to know more about your Data? Send us an email using this form and we’ll get back to you as quickly as we can.

Mobile Check-In

Download the One-Sheet

For additional information about our Mobile Check-In solution, download the PDF one-sheet after filling out this short form.