Customer Success Manager - (USA)

About RateGain

Founded in 2004 and headquartered in India, RateGain Travel Technologies Limited (NSE,BSE : RateGain) is a provider of SaaS solutions and one of the world’s largest processors of electronic transactions and price points for travel and hospitality.

It works in more than 100 countries with its 2,200+ customers including 8 Fortune500 companies, 23 out of top 30 hotel chains, 25 out of top 30 OTAs, all top 10 car rentals, and some of the largest travel management companies, cruise lines, and airlines to help them accelerate revenue generation.

Our Vision :

To offer an integrated technology platform powered by artificial intelligence enabling our customers to increase their revenue through guest acquisition, retention and wallet share expansion.

Know more about the Business you will joining :

Adara, a RateGain company, is one of the world’s largest data exchange platforms, providing access to ethically sourced customer data.

With 270+ global partners who supply aggregated real-time traveler data, we deliver actionable insights and predictive intelligence to drive better marketing ROI.

Built on the world’s richest travel data co-op, Adara helps brands win in the fast-paced digital economy with 4 billion searches and over 23 billion data elements across 100+ countries.

For more information, visit https : / / adara.com /

What are we looking to hire?

We are looking to hire a Customer Success professional who will drive adoption of ADARA’s Traveler Intelligence solutions by existing and new clients through data-driven customer consultation.

This person is responsible for working within cross-functional teams of internal ADARA stakeholders including Sales, Business Development, Ad Operations, Modeling, Analytics and Product, to ensure client support and business growth.

Senior Partner Customer Success will provide differentiated actionable insights and strategic recommendations for all uses of ADARA’s data to meet client objectives.

The ideal candidate will be able to combine an expertise in our services with an intimate understanding of clients’ goals and business strategy to drive overall customer satisfaction and retention of the partnership.

Responsibilities :

Responsible for building and maintaining profitable relationships with large direct and agency Tourism clients.

Understand the client’s business needs and build a compelling strategy that delivers results.

Think ahead and proactively anticipate the needs of the client, create competitive SLA’s.

Perform customer onboarding and training with an expert-level understanding of the products and technical details of media.

Effectively implement account strategies and tactics to maximize efforts to grow customer portfolios.

Project manage cross-functional teams to implement plans for campaign success.

Drive analysis of campaign results, market insights, trends and work with Analytics to develop relevant and valued intelligence including custom post-campaign review and quarterly reviews.

Have significant input into the development of team objectives and future direction within the territory, area, and / or accounts.

Monitor campaign performance and delivery to exceed defined KPIs.

Interface with a highly diverse set of functions and buyers at all levels within customer / prospect organizations, and channel, including C-level Executives.

Evangelize Adara’s vision through product demonstrations (virtual and in-person), market events, and trade shows.

Overcome obstacles; negotiate pushbacks and ultimately, drive high customer satisfaction and drive successful customer feedback.

Education & Work Experience :

• 7 - 10 years of experience with Customer Success or similar profile / role.
• Graduation / Post Graduation in related fields with excellent communications skills.
• 4 + years of experience in travel / tourism / hospitality industry.

Knowledge :

• In-Depth knowledge of hospitality / travel / tourism technology or SaaS / B2B product offerings.
• Possesses a robust analytical background, adept at leveraging data insights to drive strategic initiatives and achieve organizational objectives.
• Ideally, a background that seamlessly blends post-sale and sales experience, complemented by a strong commercial acumen.
• Expertise in understanding of Market Dynamics & agency Tourism clients.
• Proficiency in identifying renewal & upselling opportunities.
• Mastery in client servicing strategies.
• Strong Salesforce discipline and MS Office proficiency.
• Experience with programmatic / RTB, ad servers, rich media vendors, and web debugging is preferred.

Skills :

• Exceptional communication and interpersonal Skills.
• Mastery in establishing and maintaining competitive Service Level Agreements (SLAs), ensuring optimal performance and client satisfaction.
• Proficient with customer onboarding & training.
• Extensive experience in evaluating campaign performance and meticulously monitoring market trends to drive informed business strategies.
• Proficient in establishing and maintaining competitive Service Level Agreements (SLAs), ensuring optimal performance and client satisfaction.

Attitude :

Strong ownership mindset and accountability.

Dedication to maintaining a customer-centric approach and fostering customer obsession.

Effectively work cross-organisation and collaboratively work with other teams.

Commitment to prioritizing people-centric approaches.

Emphasis on fostering innovation within the team.

Equal Opportunity Employer

We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.