Customer Success Manager

Team and Responsibilities

• 2 years’ relevant experience in Revenue Management

• Intermediate level understanding of the application and functions within Duetto or another RMS

• Based in the US - preferably in the southwest

Our Team

We pride ourselves on our customers’ success!  We will not be successful unless our customers are receiving massive value from our service and this is why we insist that our team is made up of revenue management experts from the most respected hospitality icons around the world. From onboarding to ongoing support, we’re there to maximize the capability of our solution to execute our customers’ revenue strategies.

Job Overview & Requirements

Responsible for managing the interaction between all stakeholder groups, Customer Success expectations and project success criteria. A creative problem solver. As a trusted advisor, you will use your expertise to assist our clients daily in maximizing all that Duetto products have to offer. Responsible for understanding customer requirements, managing implementation, and driving adoption by providing recommendations that align with specific business needs. The position requires a confident, goal-focused business manager who is a team player.

What you will do

• Have deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions and additional products

• Serves as the voice of the customer while conducting remote / onsite meetings

• Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations)

• Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs

• Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products.

• Conducts analyzes to understand how our products can address issues

• Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring)

• Interact and provide support within assigned team and other departments

• Creates a positive and productive environment within the department 

• Update CS related info and customer information in Salesforce

• Run customer reports in Tableau

Qualifications

• 2+ years experience in Hospitality Revenue Management 

• Client Centered Approach and Professional Orientation

• Good team player, flexible and a positive attitude

• Strong relationship-building, product knowledge, planning, and execution skills

• Analytical approach to identification and resolution of complex problems

• Proven verbal and written communication skills

• Ability to work with customers without oversight

• Strong desire to work directly with clients to solve business issues

• Proficiency in word processing, spreadsheets, presentation creation, and email applications

• Strong understanding of revenue management principles and practices

• Excellent communication and interpersonal skills

• Ability to think on your feet

• Strong organizational skills

• Ability to travel 4-5 times a year. 

Preferences

• Knowledge of CRM systems (i.e. Salesforce.com, Oracle, etc.)

• Hotel experience in Revenue Management

• Project Management

• Proven experience in a customer-facing role, preferably in customer success or account management

• A developed business and technical knowledge of Duetto’s pricing and revenue optimization solution and additional products

About Duetto

We are a team of passionate hospitality and technology professionals delivering a modern platform to hoteliers in over 60 countries. Our solutions address the biggest problems faced by the hospitality industry by simplifying distribution complexity and optimizing profitability with unique and powerful applications that increase conversion, guest loyalty, operational efficiency and revenue. Our goal is to become the most trusted, effective and widely used hotel technology company in the world. Founded in 2012, Duetto is headquartered in San Francisco with teams in Las Vegas, London, Singapore, Mexico and Buenos Aires. Duetto is backed by leading investors: Warburg Pincus, Accel Partners, Icon Ventures, and Battery Ventures.  If you want to be a part of a fast-growing company, working with amazing people tackling big challenges in a massive industry, then Duetto is looking for you.