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Customer Success Manager

Montreal, Quebec · Hospitality/Travel

Responsibilities

  • Determine strategic direction from data analysis and present to internal and external stakeholders Ensure client goals are met
  • Follow key processes to efficiently react to issues and proactively solve wider problems Be the solutions expert and key resource for our clients
  • Consistently maintain centralized customer databases to ensure transparency across internal pillars
  • Ensure 100% customer retention within control
  • Take ownership of customer portfolio and manage expectations both internally and externallyEncourage customer advocacy leading to referrals, references, case studies, participation, and white papers
  • Participation in team calls, cross pillar communication, and team education

Experience & Qualifications

  • Minimum of 2 years’ previous Customer Success experience or 3 years’ Travel Industry Experience
  • Bilingual English & French
  • Experience in managing a portfolio of clients.
  • Travel Industry experience is considered an asset.
  • Exceptional communication and active listening skills
  • Go getter personality with a positive outlook
  • Motivated by meeting and exceeding goals
  • Strong prioritization, time management and organizational skills
  • Comfortable working in a fast paced, high volume environment
  • Strong technical skills and comfort learning new software

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