Customer Success Manager

This is a full-time remote role for a Customer Success Manager. This position will be responsible for managing and supporting a portfolio of assigned client accounts.You will own the relationships with your clients, acting as a trusted advisor, providing technical support and troubleshooting as needed, and managing client projects. As a CSM, you will also be responsible for inside sales, identifying opportunities for account growth and increased value within your existing client base.You will be joining a small company that creates and provides automated air travel booking and management technology to an array of leisure and commercial travel firms around the world. Current clients include EF Education, Grand Circle Travel, Gate 1, AAA, Carnival, and many more.Key ResponsibilitiesBuild and maintain excellent business relationships with all clientsOwnership over assigned client accounts, providing software support and guidance, and executing strategic growth plans for the account.Forecast and track key account metricsManage multiple client support requests, prioritizing to meet client’s needsEffectively document client interactions, software issues and defectsAnalyze and recommend client business processes and best practicesProvide the product team with client needs and feedbackTrain clients to use software effectivelyPlan and execute client implementations of softwareDaily monitoring of production software environmentsParticipation in evening/weekend on call rotationBenefits You Will EnjoyComprehensive Benefits Package that will include Medical, Dental, and Life insurance plans.Retirement Savings Plan with company match.Paid Holidays.Personal Time Off.Requirements: Minimum of 3 years of experience as a Customer Success Manager or in an equivalent client-facing account management role.Experience with the airline reservation processes, the Global Distribution Systems, and Passenger Name RecordsAnalytical and troubleshooting skillsAbility to work with and understand software functionality in detailExperience troubleshooting proprietary applicationsAbility to work independently utilizing time management and organizational skills to manage multiple tasks and prioritize while consistently meeting deadlinesAbility to research, create, and document requirements, processes, and technical specificationsBasic knowledge of SQL a plus and APIs a plus