What are the responsibilities and job description for the Customer Success Head - Advertising Agency & Media Business in Travel & Hospitality in United States position at RateGain?
About RateGain :
RateGain Travel Technologies Limited is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 3,200 customers and 700 partners in 100 countries helping them accelerate revenue generation through acquisition, retention, and wallet share expansion travel intent data helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business.
Founded in 2004 and headquartered in India, today RateGain works with 26 of the Top 30 Hotel Chains, 25 of the Top 30 Online Travel Agents, 4 of the Top 5 Airlines, and all the top car rentals, including 16 Global Fortune 500 companies in unlocking new revenue every day.
Business Overview :
BCV, A RateGain company, is the hospitality industry's premier provider of social media solutions. The company provides a full suite of technology-enabled social media solutions 24 hours a day, seven days a week. BCV's comprehensive management solutions are supported by a robust arsenal of cutting-edge tools and analytics designed to drive traffic, increase sales, create unforgettable experiences for guests, and mitigate negative customer interactions. BCV currently provides its social media solutions to hospitality clients operating under the most elite brands in the industry.
About the role :
We are seeking a Customer Success Leader to service clients for both BCV and Demand Booster. BCV, a RateGain company, is the premier social media solutions provider for the hospitality industry, delivering full-service social media and digital programs to elite hotel brands. Demand Booster is our innovative platform that enhances direct bookings and revenue through market intelligence and targeted marketing strategies.
The individual should have an entrepreneurial mindset and experience in servicing SaaS products and digital agency businesses, preferably for travel and hospitality clients. The role involves managing P&L responsibilities to drive overall growth, strengthening relationships with key clients through exceptional service, and uncovering new opportunities via strategic initiatives and large-scale digital programs.
Job responsibility :
- Build and maintain strong client relationships as their primary point of contact.
- Oversee P&L for the customer success department, meeting financial targets.
- Deliver exceptional service by understanding client needs and providing impactful solutions.
- Drive upselling and ensure high renewal rates through proactive engagement.
- Lead and mentor a team of customer success managers, promoting a culture of excellence.
- Develop and execute customer success strategies to boost satisfaction and retention.
- Customize approaches to meet each client's unique needs.
- Keep clients informed with regular updates and transparent communication.
- Highlight the value of services through detailed reports and case studies.
- Gather client feedback and adjust services accordingly.
- Conduct regular account reviews to align on performance and goals.
- Ensure smooth onboarding and provide ongoing training.
- Use analytics to understand product usage and identify improvement areas.
- Perform regular health checks to address potential issues proactively.
- Develop client advocates for testimonials and reference programs.
- Implement robust processes and SOPs to standardize customer success operations.
- Proactively manage and reduce customer churn by identifying at-risk accounts and developing retention strategies.
Work Experience :
Knowledge :
Skills :
Attitude :
We are an equal opportunity employer and value diversity at our company. We do not discriminate on grounds of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided basis of qualifications, merit, and business need.