Client Success Manager

Carbondale, 81623 | 06/14/2018 | Ad id: 8-0000258226

Position Summary

The Client Success Manager will be responsible for new client onboarding, client relationship management, and ongoing client support. This person will be the first point of contact post-sale and responsible for managing the client’s relationship with Bluetent, retention and client loyalty. By leveraging client relationships and using in-depth knowledge of Bluetent’s products and platforms, the CSM will work closely with other Bluetent teams to share trends in customer experiences with the intent to improve processes, identify potential roadblocks for client success and prospect opportunities for upsells.  

In this role, you will:

  • On-board new clients and welcome them to Bluetent

  • Shepard clients through implementation, launch, and post-launch processes in coordination with Bluetent Software Implementation Specialists, Web Project Managers, Support Specialists, and Web Developer

  • Provide post-launch training and customer service support to Bluetent clients

  • Become a subject matter expert in Bluetent products and services

  • Become a subject matter expert in the vacation rental industry

  • Review client case submissions and requests, collect the necessary information from clients, identify/assign cases to the appropriate team to proceed with next steps, and communicate case progress with clients

  • Document client pain points or concerns and share them with the Director of Client Success

  • Monitor clients’ success(es), proactively reach out to struggling clients with suggestions and solutions

  • Work to renew contracts and identify opportunities to upsell relevant Bluetent offerings

The skills/qualifications we are looking for:

  • Experience or interest in the travel, tourism and hospitality industry

  • Excellent communication skills, both verbal and written

  • An affinity for fostering relationships

  • Strong technical acumen and the ability to translate complex technical concepts into more client-friendly language comprehension of web and digital marketing best practices and/or ability and interest to learn rapidly from our team of experts

  • Excellent problem-solving skills and the ability to ask the right questions to get to the root of an issue

  • Strong organizational skills and an eye for details

  • Ability to work with a team, as well as independently

  • Experience in SaaS sales and subscription renewals a plus

  • Experience with NetSuite a plus

  • Experience with Google Apps a plus

  • Experience with Basecamp a plus

Follow the link to apply on-line, Attach a cover letter and resume to the application. Applications received without a resume and cover letter will not be considered.