Customer Success Manager guiding merchants and developers through TrackingMore API integrations. Driving adoption, retention, and product feedback for CWILL’s eCommerce tracking suite.
About the role
- Customer Success Manager supporting hospitality clients in using the WebRezPro software platform. Troubleshooting and resolving customer issues, managing client relationships and facilitating training sessions.
Responsibilities
- Provides clients with detailed product and service information;
- Independently resolves product and service problems to achieve complete customer satisfaction through phone, email and live chat.
- Manages a client group to address retention.
- Communicates technical, high-level customer service issues to the development and leadership team and works in collaboration to resolve these issues.
- Serve as the primary point of contact for assigned hospitality clients using WebRezPro
- Identify churn risk signals and proactively work with clients to stabilize and optimize system usage
- Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting
- Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows
- Conduct live and recorded training sessions tailored to hotel and lodging operations
- Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers
- Partner with Product and Software Development teams to escalate bugs and test fixes
- Translate customer feedback from hoteliers into actionable product insights
- Maintain clear written and video documentation specific to hospitality use cases
- Track and document client interactions, feature requests, and support trends
- Independently provides support to clients by making decisions regarding the best course of action for both the client and the company.
- Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients.
- Communicates new release features to production.
- Manages communication for customer account needs
- Independently works to resolve customer complaints/problems
Requirements
- Ability to determine the best course of action in problem solving and make independent decisions
- Critical thinking and decision- making skills
- Experience with internet-based technology
- Ability to handle difficult situations in a professional manner
- Ability to troubleshoot issues and determine appropriate solutions
- Ability to work collaboratively with all levels of staff
- Excellent computer skills
- Time management and ability to multi-task
- Work independently and as a team
- Exceptional listening and communication skills
Benefits
- Medical
- Extended Health and LTD plan
- Dental
- Vision
- RRSP (with employer match)
- Health Spending Account
- Flexible paid time off
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