Customer Success Manager

RocketRez is a Series B venture-backed company offering an all-in-one cloud platform behind some of the fastest growing tours & attractions. Our platform connects data from every facet of our customers’ businesses to help them manage their revenue like never before. If you’re passionate about people, technology solutions, travel, and ideally exciting attractions, this just may be the career opportunity for you!

We are looking for a Customer Success Manager to be part of our Customer Experience team, our very own stars of customer relationship management. In this role you will be responsible for the growth, success, and satisfaction of RocketRez’s client accounts and maintain lasting relationships. You are the central point of contact to understand customers’ needs, act as an advisor and deliver success. This role is ideal for you if you have a strategic mindset and enjoy the challenges of aligning business goals and growth opportunities and driving engagement. This position reports to the Manager, Customer Success.

Core Responsibilities

The Customer Success Manager is responsible for knowledge of the RocketRez product, Onboarding of smaller customers, assisting with customer Service Desk inquiries, and assisting other CSMs with Onboarding and Sustaining Customer Success services. The CSM is starting to build and manage ongoing customer relationships while gaining a deeper understanding of the product. The responsibilities are as follows:

• Maintain Book of Business: Managing smaller strategic accounts by understanding customer needs, providing trainings, identify issues, brainstorm and provide strategic growth opportunities.
• Sustaining Success: Work with mid to small size APR customers on sustaining success with RocketRez products. Contact customers on a regular cadence to check-in, conduct quarterly business reviews and monitor customer health and address issues proactively to mitigate churn.
• Leadership: Overseeing the work of CSMs, providing mentorship and guidance. Developing and implementing customer success strategies, not limited to guiding other CSMs on creating and delivering business reviews and growth strategies for smaller accounts.
• Product: Continue to learn about the product and develop an advanced understanding of at least two product areas. Act as an SME to others as appropriate. Stay current with product updates and address customer questions on new features and enhancements.
• Voice of Customer: Become the customer advocate to drive cross-functional teams across product, engineering, implementation and support to resolve customer issues, share product feedback and drive product enhancements.
• Process: Follow established processes sustaining success. Suggest process improvements as appropriate. Capture and track activities in CS and Service Desk tools. Collaborate cross departmentally to ensure goals and company objectives are aligned and properly communicated to customers.
• Other duties as assigned, or as indicated on the CSM Skills Table.

Key Qualifications

• Minimum 3-year Bachelor’s degree
• 2+ years of experience working in a customer success role.
• Demonstrated experience with software installation, troubleshooting, and customer support
• Ability to communicate (verbal/written) effectively in English required
• Experience in customer success roles managing customer expectations and providing ongoing support.
• Capable in troubleshooting complex issues, providing tailored solutions, and advising customers on best practices.
• Track record of creating and growing trusting, lasting professional relationships with key stakeholders at large clients.
• Ability to think strategically, problem solve, and effectively prioritize work and initiatives in a fast-paced, rapidly changing environment.
• Comfortable and capable of managing multiple projects simultaneously; prioritizing and organizing tasks; and high attention to detail.
• Ability to clearly articulate customer problems and work cross departmentally to solve them.
• Strong written and verbal communication skills with a talent for clearly articulating customer problems.
• High energy, go-getter with fresh ideas who takes the initiative to get things done.
• Authentic, humble, empathetic, accountable and striving for excellence.
• Proficient with MS Suite, especially Power Point and Excel.

About RocketRez

RocketRez is a global technology company providing all-in-one-solutions for the Travel, Tour, and Attractions industry. With clients ranging from Ferry and Passenger Vessels to Zoos, Aquariums, and other tourist attractions, we are a market leader in timed ticketing, point-of-sale, inventory management and scheduling.

Our customizable platform accommodates seat assignments, social distancing, touchless ticketing, and timed entry. Our customers love the product because no other company provides a solution as robust and innovative as RocketRez’s.

As a culture, we value people above all – from our employees to our customers to our business partners. If you have an entrepreneurial mindset, value intellectual curiosity, excellence, and want to be part of a collaborative team, we are the place for you!

RocketRez’s core values serve as our guiding principles as a partner to our customers, as an employer to our employees, and as a member of our communities.

• Win with Integrity. We believe that success achieved with integrity is the only kind worth pursuing.
• Honest Dialogue Always. We value open, transparent, and honest dialogue in all our interactions.
• Assume Positive Intent. We choose to approach every situation with a mindset of positivity and goodwill.
• People Come First. Our people are our greatest asset, and their well-being is our top priority.
• Continuous Improvement Mindset. We believe in the power of curiosity to drive innovation, learning, and growth.
• Teamwork Drives Results. We believe that the best results are achieved through collaboration, mutual respect, and leveraging each team member's unique strengths.

RocketRez is an Equal Opportunity Employer and do not discriminate against applicants or candidates based on any prohibited ground of discrimination. We are committed to providing reasonable accommodations for qualified individuals, and if you need assistance or an accommodation during the recruitment process, don’t hesitate to advise. With an equal opportunity focus, we encourage any and all applicants interested in an open role at RocketRez to apply regardless of satisfying every bullet point listed in a posting!