Customer Success Manager

Created by hospitality operators for hospitality operators, Avero is the trusted technology partner for the hospitality industry. We empower 40,000+ hospitality professionals with the answers they need to transform their businesses and their lives, getting them out of the back office and into the kitchen with their staff, onto the floor with their guests, and at home with their families. POSITION OVERVIEW Avero is looking for a proactive Customer Success Manager with proven experience in an evolving hospitality SaaS industry company. We are looking for a results-driven candidate to engage, retain and enable Avero’s customers to achieve their desired outcomes. Reporting to the Global Account Manager, this role will provide an unsurpassed level of service to our customers and assist in creating the Customer Success function at Avero. You will be the key contact to a portfolio of customers within your territory, assisting with onboarding and through their time using the Avero platform. Additionally, you will identify opportunities for the sales team to up-sell new products to your customers. This role is a heavily relationship-focused position. We are looking for a people person, who has high energy, is passionate and committed to providing a great service. You may be required to work outside of normal operating hours on occasion due to the global nature of our business. WHAT YOU'LL DO Manage a growing portfolio of customers in your territory. Assist in developing and evolving the Customer Success department. Help collect and analyze customer success metrics and data, including all-important NPS, customer testimonials, and references. Work with the Global Account Manager(s) and Account Manger(s) to engage with customers with relation to their Account Plan and Customer/Account Journey Over-see the on-boarding pipeline ensuring your customers are on track to go live by proactively offering advice, guidance, and support. Execute targeted customer engagements based on Customer/Account Journey stage and specific customer Account Plan. Serve as an Avero expert and ensure strong product adoption across all partners and relevant stakeholders at all levels. Build and manage successful relationships with key partners and generate cross-sell introductions for the sales team – deleted users, AOU’s, etc Provide insights to partners to ensure that they get the most out of Avero, ensuring our partners are meeting their objectives with the aim of helping grow our customer base. Work collaboratively with the Product and Technology teams to troubleshoot customer issues and help influence our roadmap. WHO YOU ARE You are enthusiastic about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving. You have a passion and love for all things restaurants, hotels & resorts You are collaborative, solution-oriented, results-oriented and exercise good judgement in prioritizing workload. Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport. Energized by connecting and building value driven, strategic relationships with enterprise customers. Thrives in fast based, team centric atmosphere and is adaptable in nature; has exceptional multi-tasking abilities and organization skills and the ability to work autonomously. You are collaborative and able to operate effectively with your teammates to drive a positive customer experience. You are analytical and data-driven, with a focus on a business metrics and proactively identifying trends. WHAT YOU'LL NEED 2+ years of experience in customer facing roles, preferably in the hospitality SaaS company industry. Knowledge of the hospitality industry preferred, vertical specialization a plus (Hotels, Restaurants, and Casinos) The ability to build relationships at all organizational levels. Excellent listening and presentation skills with experience presenting to C-Level and technology leaders. Knowledge of the Avero platform, Salesforce/CRM and internal processes and the ability to work with internal partners to drive forward projects a plus. WHY YOU'LL LOVE WORKING HERE Competitive compensation, coupled with an emphasis on work/life balance. Employer-sponsored benefits package including Health, Dental and Vision insurance. We are a remote employer! Health Savings Account with contributions from Avero quarterly! Medical and Dependent Care Flexible Spending Accounts Company Paid Disability, Life Insurance and AD&D Commuter Benefits (for those in NYC!) 401k and Company Match Parental Leave ClassPass Discounts Equity in the company – all employees have a stake in our growth! Disclaimers The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For Colorado* based candidates - The range of our base salary cash compensation for this role for candidates living in Colorado is between $65,000 and $72,000. Final offers are determined using multiple factors including experience and level of expertise. We also offer a full robust benefits package. Because Avero's base compensation is driven by location, we will be happy to discuss a salary range for other locations during the interview process. Please note that we are only able to hire permanent residents (green card holders) or U.S. citizens at this time. Avero is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. If this role would make you excited to come to work every day, please apply! We look forward to connecting.