For hospitality, by hospitality.

　　Welcome to Tripleseat, where we are driven by our passion for hospitality and our commitment to providing innovative technology solutions to the hospitality industry. Our cloud-based catering and event management platform is trusted by over 14,000 restaurants, hotels, and event venues, making us the market leader in the industry.

　　Our mission is to help hotels & venues book, plan, and streamline their booking with ease while also boosting their sales and revenue. We seek high-performing and motivated professionals who share our excitement for technology in the hospitality industry and are eager to join our team and contribute to our success.

　　If you are enthusiastic about hospitality and want to be a part of a game-changing technology solution, it's time to join Tripleseat! Join us in our mission to revolutionize the industry with innovative and cutting-edge solutions.

　　As the Manager, Customer Success - Hotels, you will play a pivotal role in ensuring exceptional customer experiences for our valued Tripleseat Hotels customers. Reporting to the General Manager of Hotels, you will oversee the customer journey from sales to implementation, onboarding, training, and ongoing account relationships. You will lead and mentor a team that will ensure, from the very beginning of our customers' journey, a superior experience. In addition to overseeing the Manager, Hotel Onboarding, you are responsible for leading the Account Management team and focusing on driving product adoption, reducing churn, and enhancing customer engagement to increase growth and recurring revenue. The position demands strong leadership, relationship-building skills, and the ability to collaborate across departments.

　　This position is open for remote candidates eligible to work in the United States. If a candidate is local to our Concord MA office, this will be a hybrid position.

　　What you will do:

　　Leadership and Team Management:

　　Lead, mentor, and inspire the Customer Success Hotels team, fostering a culture of excellence, accountability, and continuous improvement while promoting diversity, equity, inclusion, and belonging.

　　Work directly with the Onboarding Manager - Hotels to continuously improve and optimize onboarding and training processes, considering the unique needs of both in-office and remote team members.

　　Handle conflict situations proactively, offering creative solutions for customers and team members.

　　Establish oneself and coach team members to become trusted advisors and industry thought leaders by identifying, creating, and promoting compelling insights.

　　Lead by example by offering customer support when Account Managers are unavailable or require additional assistance.

　　Manage day-to-day responsibilities with an inclusive mindset, considering diverse needs, such as approving time-off requests, travel itineraries, expense reports, and reviewing weekly check-ins.

　　Strategy and Execution:

　　Work with the General Manager - Hotels to develop long-term strategies and initiatives for the team’s growth and success.

　　Design onboarding processes and workflows that can scale with customer base expansion, ensuring consistent and efficient customer onboarding.

　　Cross-Functional Collaboration:

　　Work closely with cross-functional teams, including Sales, Marketing, Finance, Support, Core Customer Success,Learning & Content, and Product Development, to ensure cohesive customer experiences and timely issue resolution.

　　Collaborate with the Core Customer Onboarding and Account Management teams to understand customer needs, provide support, and identify opportunities for enhancing customer success while ensuring diverse perspectives are considered.

　　Work directly with the Hotel Content and Learning Manager to guide content output based on needed resources to support team and customer adoption.

　　Mentoring and Development:

　　Develop strategies to enhance team productivity and efficiency, ensuring the achievement of training delivery targets.

　　Lead the Onboarding, Professional Services, and Account Management Hotel teams in cultivating a culture of continuous improvement, setting and achieving team and individual KPIs to ensure an outstanding customer experience.

　　Conduct regular one-on-one check-ins, meetings, calls, and coaching sessions with Account Management team members and Customer Success Management,, supporting individual growth.

　　Monitor Account Management team activities and individual performance to achieve objectives and key results.

　　Ensure team members are well-trained on existing and new products, features, partnerships, and processes.

　　Collaborate with the General Manager - Hotels to identify and address performance issues, creating a plan for improvement while considering diverse needs.

　　Customer Relations and Escalations:

　　Collaborate with the General Manager - Hotels in handling escalated customer issues and concerns, guiding the team on effective resolution strategies.Data-Driven Insights and Performance:

　　Utilize data analytics to assess customer onboarding performance, track key metrics, and identify trends to drive improvements in onboarding processes and resource allocation, considering diversity and inclusion.

　　Prepare regular reports for senior leadership that offer insights into team performance, challenges, opportunities, and progress in diversity, equity, and inclusion efforts.

　　Research and analyze monthly, quarterly, and yearly churn trends to develop combative strategies to increase customer retention.

　　Analyze customer feedback data to provide fact-driven product opportunities.

　　Internal & External Resources:

　　Develop customer-facing and internal resources, including email templates, Guru cards, Churnzero segments, plays, webinar outlines, and educational materials.

　　Collaborate with Learning & Content to create, schedule, train, and promote customer webinars and events.

　　Customer Advocacy and Escalation:

　　Serve as the primary escalation point for complex customer issues, ensuring swift resolution and maintaining solid relationships with key clients.

　　Offer hands-on guidance and support to Account Managers and Onboarding Team in addressing high-priority matters.

　　What we are looking for:

　　Proven Leadership Experience:

　　One to two years of experience in management with a high-growth, customer-facing setting, with a proven ability to scale a team.

　　Demonstrated progressive leadership skills, ideally leading a team comprised of in-office and remote members

　　Strategic Thinking: Possess a strategic mindset to assist in developing and executing plans aligned with the company's objectives.

　　Time Management: Ability to prioritize and manage competing tasks to meet deadlines

　　Adaptability: Willingness to adapt and pivot to changing circumstances and challenges

　　Customer Focus: Passionate about delivering exceptional customer experiences and dedicated to meeting and exceeding customer expectations. A service-first mentality is essential.

　　Data Analytics Skills: Possesses strong data analysis capabilities to extract insights, identify trends, and make data-driven decisions. Demonstrated experience using analytics tools to drive customer success, operational improvements, and strategic decision-making.

　　Growth Mindset: Thrives in a fast-paced, evolving SAAS environment, embracing change and continuously seeking personal and professional growth opportunities.

　　Tripleseat Product Knowledge: Deep understanding of the Tripleseat product and its features and value proposition within the hotel group sales industry. Can effectively communicate and translate product capabilities to technical and non-technical audiences.

　　Collaboration: Proven ability to collaborate effectively with cross-functional teams

　　Empathy: Demonstrates empathy and understanding for customers' challenges and goals in the group sales space.. Strives to lighten the customer load by providing solutions, guidance, and exceptional service.

　　Technical Savvy and Solutions-Oriented: Possesses a strong technical understanding and can provide innovative solutions to customers' technical needs. Comfortable navigating technical discussions and collaborating with technical teams to address customer challenges effectively.Proficiency in Salesforce, G-Suite, Basecamp, Slack, and Tripleseat preferred.

　　Player/Coach mentality: Willing to step into the shoes of your team when necessary, while still keeping an above-ground view on your department.

　　Hospitality Industry Knowledge: Experience in the hospitality industry is a plus.

　　Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

　　Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.

　　Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.

　　401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees and also provides a company match, helping employees save for their future and plan for retirement.

　　Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.

　　Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.

　　Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

　　Here at Tripleseat, we make sure that everyone has a seat at the table. That’s why we’re proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued – Everyone Included.