CUSTOMER SUCCESS MANAGER

About RateGainFounded in 2004 and headquartered in India, RateGain Travel Technologies Limited (NSE,BSE: RateGain) is a provider of SaaS solutions and one of the world’s largest processors of electronic transactions and price points for travel and hospitality. It works in more than 100 countries with its 2,200+ customers—including 8 Fortune500 companies, 23 out of top 30 hotel chains, 25 out of top 30 OTAs, all top 10 car rentals, and some of the largest travel management companies, cruise lines, and airlines—to help them accelerate revenue generation.Our Vision:To offer an integrated technology platform powered by artificial intelligence enabling our customers to increase their revenue through guest acquisition, retention and wallet share expansion.Exploring the roleWe are looking for an Associate Partner – Customer Success for the MarTech Business. The candidate must have a understanding of hospitality products and the hospitality industry in general. They ensure that all their queries raised by customers are addressed swiftly and with the utmost quality standards.How your day will look like/Job responsibilityIncrease renewal rates and reduce client churn.Identify and execute cross-sell and up-sell opportunities to grow revenue within accounts.Foster long-term customer relationships by improving satisfaction and product adoption.Encourage advocacy and referral-based growth from satisfied customers.Map out the customer journey and identify key touchpoints.Establish and refine listening mechanisms to measure client usage, engagement, and satisfaction.Develop standardized approaches for different stages of the customer journey.Segment the customer base to tailor strategies that address specific needs.Continuously seek opportunities to enhance the customer experience and lifecycle processes.Oversee onboarding, training, and ongoing client support to ensure seamless adoption ofRateGain solutions.Collaborate with cross-functional teams, including Product Teams and Customer Support, to deliver exceptional service.Lead renewal conversations to secure contract extensions and long-term commitments.Work closely with Sales to identify and capitalize on cross-sell and up-sell opportunities.Cultivate client advocacy by promoting success stories and testimonials.Education & Work ExperienceAt least 5 years of experience in Account Management & Customer Success management role.Graduation / Post Graduation in related fields with excellent communications skills.KnowledgeIn-Depth knowledge of SaaS/B2B product offerings.Proven experience in managing recurring revenue models and value-driven client engagements.Familiarity with reading and interpreting commercial contracts and legal clauses.Understanding of hotel distribution technology and/or hotel business intelligence tools preferredExpertise in understanding of Market Dynamics & Travel /Hospitality Industry trends.Fluent in English; knowledge of additional European languages is highly desirable.SkillsExceptional communication and interpersonal Skills.Strong analytical ability to review numbers and draw conclusions about past and future trends.Proficiency in identifying renewal & upselling opportunities.Strong verbal and written communication, as well as strong presentation skills.Proficient in Salesforce CRM for managing client data and workflows.Prioritize addressing customer queries promptly and with high-quality standards.Experience with Customer onboarding.AttitudeEfficiently collaborate across departments and work closely with other teams.Analytical and process-oriented mindset, with a focus on continuous improvement.Strong ownership mindset and accountability.Problem SolverCommitment to prioritizing people-centric approaches.Equal Opportunity EmployerWe are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.