Customer Success Manager

3 weeks ago

Montréal, Canada Kaptio Travel Full time

Do you want to work in a supportive environment where people believe in innovating through experimentation and research? Do you love to travel and want to have an impact on the future of the travel sector by working closely with industry leaders? Then you might be in the right place.

**About Kaptio**
- Kaptio is an international Travel Tech company, founded and headquartered in Reykjavik, with operations in Iceland, UK, and Canada. We have successfully enabled ambitious travel brands to grow with our product, the Kaptio Travel Platform, built on Salesforce.
- Our vision is to become the market leader for multi-day travel technology.
- Our team is comprised of around 40 software product specialists and travel industry experts who are passionate about travel with innovation at heart.
- Our spirited, iterative, and trustworthy nature guides us through our mission to enable ambitious multi-day travel brands to achieve sustainable growth.
- We believe that people collaborate best in person. We make sure to offer working spaces in our locations that have comfortable and spacious facilities with meeting rooms and quiet areas for our teams to work together. We make sure that everyone can be included, regardless of their location and hybrid collaboration is at the heart of Kaptio as an international company.

As a Kaptio Enterprise Customer Success Manager, you will be responsible for continuously driving value for our Enterprise customers. You will play an integral role in the customer journey by promoting product adoption, communicating best practices, managing customer issues and upgrades, and overseeing changes, expansions, and renewal opportunities. Furthermore, as a trusted advisor, you will build and maintain relationships and communication with customers to increase the overall health of your customer base and suggest overall improvements.

Working closely with all other Kaptio departments, you will be a central point of contact both internally and externally.

**Requirements**:
Responsibilities & Duties:

- Own and drive the customer lifecycle with our mid to large customer tiers.
- Collaborate with customers to understand their business needs and build a strategy with defined goals that demonstrate measurable outcomes.
- Manage, forecast, and secure customer renewals and expansion opportunities.
- Including management of small projects from contracting to implementation in collaboration with other Kaptio product and delivery teams.
- Implement and drive action plans for customer issues.
- Serve as an escalation point for issues with the product, its use, or connectivity.
- Provide summary to customers on overall progress of their issues, in a cadence agreed upon per customer tier.
- Identifying common customer challenges and working with the rest of the Kaptio team to proactively address them through a variety of mediums and channels.
- Navigate, analyze and track data to uncover customer trends and new requirements.
- Contribute to our internal and external processes and documentation to establish world-class customer success policies, processes, and standards.
- Be the voice of our customers and Strengthen the customer-centric culture at Kaptio.

Ideal track-record & competence
- Has at least 3-5 years experience in B2B Customer Success, Account Management, or Management Consulting in the software industry.
- A combination of experience in the following areas will be evaluated:

- project management or related activities - various methodologies
- Salesforce, and/or other CRM tools
- Travel industry experience
- Atlassian tools or similar Agile softwares
- Tempo Software or other time tracking and productivity tools
- Is passionate about customer service and how it can transform businesses.
- Is a self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- Has strong interpersonal skills and experience initiating and building strong relationships throughout an organization.
- Loves teamwork and commitment to building a world-class, enterprise-level global customer experience together.
- Has a consultative mindset that enables you to easily diagnose issues and prescribe solutions.
- Prefers working in Agile environments with a good understanding of SaaS models.

**Benefits**
- A company that has one decade of experience in technology and innovation.
- A motivated and supportive team where everyone is encouraged to progress their skills and share their knowledge with each other.
- Hybrid-friendly work environment and company culture that supports working remotely when necessary. Work-family balance is very important to us.
- Competitive salary and benefits.

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