Customer Success Manager

About the Company - At Agilysys, Inc. we are proud of our 3,000 customers including some of the world’s most recognizable resort, casino and cruise line brands. We specialize in market-leading point-of-sale, property management, inventory and procurement, and mobile and wireless solutions that are designed to streamline operations, improve efficiency and enhance the guest experience. We serve casinos, resorts, hotels, food service venues, stadiums, cruise lines, grocery stores, convenience stores, general and specialty retail businesses and partners. With extensive operations, throughout North America, and additional sales and support offices in Singapore and Hong Kong, as well as software development in India, we are growing. For more information, visit www.agilysys.com.

About the Role - As the Customer Success Manager, you will empower your customers to unlock the most value from Agilysys suite of product solutions in terms of return on investment and business impact.

Responsibilities -

• Develop and implement customer success strategies, processes, and best practices to enhance customer experience and drive retention.
• Own customer success plans through driving customer alignment and goal setting.
• Proactively check-in with customers to discuss key data points and tactically problem-solve ways to boost product usage and adoption.
• Lead regular (quarterly, semi-annual or annual) business reviews to discuss goal progress to date, product adoption, product releases and roadmap, and how to drive greater value for the customer.
• Monitor and analyze customer health metrics, churn rates, and adoption trends to identify areas for improvement and proactively address potential issues.
• Own Customer Success metrics including GRR, NRR, and NPS.
• Own risk reporting, strategy and mitigation plan for your customer portfolio.
• Identify opportunities for upselling and cross-selling by understanding customer needs and pain points.
• Represent the voice of the customer within Agilysys, advocating for customer needs and providing feedback to drive product enhancements.

Qualifications - Bachelor’s degree required

Required Skills

• Minimum of 5 years’ experience as a Customer Success Manager
• Strong customer management skills with an ability to relate to customers easily and probe to understand customer challenges
• Exceptional at networking, initiating and building relationships
• Strong conceptual thinking skills to understand customer specific use cases
• Effectively present ideas and communicate to a variety of audiences
• Ability to develop and execute action plans for a customer account
• Highly organized and comfortable with being accountable to successful outcomes
• Deep knowledge of technologies and industry trends

Preferred Skills

• Must have a passion for hospitality with 3 years’ industry experience preferred
• Understanding of PMS and POS solutions within hotel operations a plus.

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Must be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency to maintain compliance with their laws and to successfully perform in the role.

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The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.

Agilysys is an equal opportunity employer. In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.

EEO/AAP Employer

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