Customer Success Manager

At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service will make us the clear new market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With the continued expansion of our business, we seek qualified candidates who share our vision, values, and commitments to superior customer service and market growth. 

A Customer Success Manager engages on a counselling basis to understand our Customer’s requirements and changes to their business direction, suggesting changes to configuration or introducing our new functionality or products to support the client’s goals and help them achieve ongoing operational success. The main goal of the Customer Success Manager is to build and sustain trusted business partnerships with our larger and more strategic Customers.

Responsibilities:

• Manage a specific account plan for each assigned customer to ensure maximum retention

• Protect controllable attrition and ARR value of portfolio

• Identify customer strategy, growth plans and key contacts to uncover cross-sell and upsell leads for Sales

• Expand and maintain a detailed account record of each account with the CRM

• Participate in identifying industry best practices to be shared

Qualities/Requirements 

The successful candidate will have: 

• Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels. 
• Ability to identify problems and opportunities as well as offer or implement actions and solutions. 
• Proven ability to effectively manage work across teams and disciplines  
• Training experience is a plus 
• An ability to influence others through effective communication and negotiations 
• Multi-lingual is an asset (English, French, Spanish, Swedish) 

Skills: 

• Excellent oral and written communication skills.  
• Excellent personal organization skills and attention to detail 
• Strong people skills. Ability to work well with a diverse multi-cultural environment 
• Willingness to work flexible hours when required 
• The ability to work independently or as part of a team and the ability to take direction is a must 
• Strong analytical and troubleshooting skills 
• Ability to cope with conflicting demands and prioritize and adapt to a rapid growth environment