Partner - Sales & Customer Success (Vietnam)
16 hours ago
RateGain, awarded India’s Most Innovative Startup for 2020 by the Economic Times, is a leading provider of AI-powered SaaS products, that works with every leading travel and hospitality company in the world to help them make more revenue.
Recognized as one of the fastest growing tech companies five times by Deloitte, RateGain is trusted by 25 out of the top 30 OTAs, world’s fastest-growing airlines, 23 of the top 30 hotel chains, tour operators and wholesalers, all top car rental companies, largest cruise lines, and the largest travel management companies
Founded in 2004, Today RateGain impacts travel bookings worth $13 Billion and processes over 250 Billion transactions every year with clients in over 110+ countries
**Purpose of the role -** We will not be successful unless our customers are receiving massive value from our service. RG is looking for a Account Manager who will own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g.; on-boarding, support, services, adoption, etc.), Account Management (e.g.; advocacy, retention, strategic consulting, etc.) and outcomes (e.g.; renewals, up-sell, etc.). The role pertains to business development initiatives for existing and new client acquisition by way of direct sales.
**Responsibilities -**
- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in journey (e.g.; usage, satisfaction, etc.)
- Standardize interventions for each point in journeDefine segmentation of customer base and varying strategieIdentify opportunities for continuous improvement
- Manage Customer Success Activities
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
**Competency -**
Minimum 6 years experience with significant time spent in Travel / Hospitality technology.
In-depth understanding of hotel distribution technology (including connection with OTAs, GDS, content etc.)
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience with a strong commercial acumen
Ability to read commercial contracts and understand legal clauses
Strong empathy/obsession for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Excellent communication and presentation skills
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