About Us
Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!
Role Overview
The Revinate Customer Success Manager for APAC (CSM) will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to the Revinate customer. The ideal candidate brings a proven record of success in a SaaS technology company where they have helped drive customer adoption, had responsibility for revenue retention, and demonstrated an ability to drive growth in their assigned accounts. This person will work best in a dynamic, technology driven environment utilizing phone and onsite interactions to effectively manage a high velocity of activity.
Goals
- Client Success: All clients must be DELIGHTED with Revinate and our service, not just satisfied.
- Client Management: CSMs are the single point of contact for their assigned accounts and will work best in a dynamic, technology driven environment to effectively manage a high velocity of activity.
- Renewals: Success is driven by high NPS and Renewals. This role will be responsible for renewals of defined Strategic accounts in the APAC region.
- Product Support: Understand the requirements of customers, with use cases. Prioritize them for review with the Product team.
What You'll Do
- Superuser of all Revinate products, know it all inside out
- Provide coaching and education to improve adoption of the Revinate products by every customer
- Conduct regular customer reviews/virtual workshops to identify areas of strength and areas for improvement
- Deliver best practices to customers to help improve their overall Customer Success and the value that Revinate brings.
- Building relationships beyond the day-to-day customer contact to ensure engagement across the organization. For example, reporting
- Transparently report and track customers through the loyalty touchpoint process
- Report internally on intelligent product feedback and recommendations from customers
- Renewals – manage renewals with existing customers, coordinating closely with the Director of Customer Success
- Upsells – educate customers on new Revinate products and identify upsell opportunities, coordinating closely with Sales
Position Location
Singapore
What You'll Bring
- Strong knowledge of post-sales account management, including presentation skills, and short/mid/long term opportunity management
- Technical knowledge, and negotiation skills
- 2+ years of account management experience from a tech company-ideally with Marketing Automation, CRM or related applications in a SaaS environment
- Business fluency in English is a must, and proficiency in any Asian language is a plus
- Experience collaborating on strategies on assigned accounts to fully leverage technology solutions
- Experience successfully owning a book of business especially as it pertains to customer results
- Experience collaborating with individuals across an organization
- Excellent interpersonal, communication and presentation skills, including speaking in a conference setting with a large audience
- Hospitality experience is a plus
- Experience with Salesforce a plus
- Must be an aggressive self-starter; little supervision required
- Travel is required
Excited?! Want to learn more? Apply Now!
Our Core Values
Customer Love -- When the customer wins, we win
One Tribe -- United and strong, on a single mission together
Speak the Truth -- Feedback is a gift - we all improve faster this way
Make it Simpler -- Apply it to everything we do
Hungerness -- Feel it, follow it - be relentless about our success
Revinate is an Equal Opportunity Employer (EOE)
