Customer Success Team Manager

Há 1 mês


Porto, Porto, Portugal Phiture Tempo inteiro

About Phiture

We provide cutting-edge Guest Technology solutions for a seamless Digital Guest Journey. Our in-house built solutions ensure highly integrated and competitive offers. Our technology serves over 536,420 rooms worldwide across renowned international chains and iconic independent hotels. We also cater to other markets like Outdoor, Apartments, Co-living, Healthcare, Maritime, and Sport and Leisure facilities.

Job Description:

We're seeking a Customer Success | Area Manager to join our Cloudscreens business unit. As a key member, you'll oversee the day-to-day tasks of the Customer Success Team.

Key Responsibilities:

  • Develop and manage customer satisfaction, relationships, and communications.
  • Manage and supervise internal communications with other units and departments.
  • Manage team backlog workload and assign new tasks.
  • Supervise clients' open incidents and manage task priorities.
  • Ensure unit guidelines are followed by team members.
  • Validate daily team task time tracking and suggest optimizations.
  • Validate content tasks on detail, coherence, and customer engagement.
  • Present solutions demos driving product engagement, including contract renewal.
  • Explore new opportunities to upsell and/or cross-sell to customers.
  • Content creation, update, and management tasks to help the Team.
  • Stay up-to-date with product updates.
  • Manage and support the Director on crisis situations.

Customer Success Skills:

  • Assist sales teams in configuring demos and Proof of Concepts (PoCs).
  • Facilitate the onboarding process for new clients on our TV, Cast, and Signage platforms.
  • Address product-specific installation and ongoing issues through responsive support.
  • Contribute to quality assurance by identifying bugs and testing new features for developers.
  • Maintain and update training materials and documentation for internal use.

Requirements:

  • Team management skills.
  • Degree in Management, IT management, or similar.
  • Fluent in English (spoken and written).
  • Excellent communication skills.
  • Excellent problem-solving skills and critical thinking.
  • Excitement to emerge in the technological world, customer success, and sales operations.
  • Ability to work under pressure to achieve goals in a reactive environment.
  • Ability to learn and understand technical products and platforms.
  • Empathy towards helping customers and ability to manage customer expectations.
  • Creative, resourceful, detail-oriented, and highly organized.

Nice to Have:

  • Fluent in French (spoken and written).
  • Fluent in other languages (spoken and written).
  • Working experience in a similar role.
  • Working experience in a Technology company.
  • Experience in Hospitality.
  • Strong analytical skills.


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