As a Senior Customer Success Manager, you are not just the face and voice of Tailos—you are the driving force behind our mission to revolutionize commercial automation through our cutting-edge technology. Your role is pivotal in ensuring successful product adoption and identifying and executing expansion opportunities across our customers’ properties. You are the linchpin that turns customer satisfaction into tangible results by upselling additional inventory and ensuring that every property under your care sees the total value of Tailos Automation Technology.
In this role, your mandate is clear: demonstrate unrivaled excellence at proving the value of our solutions while consistently driving upsell opportunities to expand our footprint within each customer property. You will leverage your advanced understanding of systems, tools, and processes to deliver an unparalleled customer experience at every stage of the journey, from onboarding and kick-off launches to post-launch success. Your deep expertise in recognizing and addressing regression scenarios will empower you to swiftly implement strategies that elevate property-level utilization and maximize customer satisfaction, directly contributing to increased sales and revenue growth.You are a master communicator, adept at turning every interaction into an opportunity to showcase the superior value of our technology.
Challenges are not obstacles to you—they are opportunities to prove your ability to exceed customer expectations. Whether on-site at a customer property or during remote engagements, you exemplify the highest standards of excellence and professionalism. Your relentless curiosity, combined with a data-driven approach, fuels your passion for achieving and exceeding customer outcomes, ensuring that every decision is backed by solid evidence and contributes to the broader goals of Tailos.RESPONSIBILITIES
- Customer Engagement: Serve as the primary point of contact for your book of business, conducting customer-facing activities, including on-site visits to customer properties when necessary, to drive product adoption and upsell within each property level account.
- Onboarding & Launch Success: Lead the onboarding process for new customers, leveraging standardized systems, tools, and methods to deliver a measurable, consistent, and scalable customer experience that sets the stage for future upsell opportunities.
- Strategic Account Management: Manage a portfolio of Strategic Accounts and their respective properties, ensuring that each property receives personalized attention and support to maximize the value derived from our technology.
- Performance Reporting: Prepare and deliver detailed performance reports to key stakeholders regularly, highlighting relevant KPIs and showcasing how our solutions drive success at each property.
- Data-Driven Storytelling: Regularly deliver engaging slideshow presentations that tell the story of each customer’s success through data, seeking feedback, discussing performance, and introducing new feature improvements and other pertinent topics.
- Upselling Inventory: Utilize your strong relationships and deep understanding of customer needs to identify and capitalize on opportunities to expand robot inventory within your book of business, proving the value of additional units and driving sales growth.
- Proactive Problem Solving: Proactively identify and address potential customer dissatisfaction before it escalates, implementing strategies to enhance the customer experience and reduce churn risk.
- Internal Collaboration: Work closely with internal teams at Tailos to ensure seamless product launches and post-launch activities, aligning on goals to drive unprecedented success in every customer interaction.
- KPI Management: Regularly collect and analyze key performance indicators (KPIs) from customer properties, using internal Customer Success tools to generate reports and actionable insights that inform internal and external discussions.
- Customer Training & Support: Conduct remote video kick-off and training sessions as needed. Be ready to engage in emergency calls with property stakeholders to address and mitigate poor usage scenarios.
- Mentorship & Leadership: Mentor new Customer Success team members, setting the highest standards of excellence in all aspects of the role, and serve as a role model for the broader team.
QUALIFICATIONS
- Minimum of four years in a related function with direct customer advocacy and engagement experience in post-sales services.
- Excellent written and verbal communication skills, with the ability to craft exceptional presentations.
- Prior experience in automation, smart home, robotics, or other high-technology industries.
- Familiarity with Vitally is required.
- Ability to overcome common customer challenges, resulting in higher levels of customer satisfaction.
- Familiarity with CRM systems and experience in conducting data analysis.
- Ability to work independently and manage multiple projects simultaneously.
- Willingness to travel to customer properties.
WHAT SETS YOU APART
- Experience in the hospitality or commercial cleaning space, with an insider understanding of the vernacular, organizational structure, and operational processes of hotels, resorts, or similar customer types.
- Results-oriented mindset with a passion for the convergence of service and technology.
- Vigilant about details and committed to meeting deadlines.
- Responsive and responsible with a preference for over-communication.
- Deep interest and passion for robotics and excitement about advancing the industry.
- Proficient in using Vitally and other Customer Success tools.
- Non-Supervisory
- Full-Time
- Hybrid - Austin, TX
- Manager, Customer Success
- Commercial Operations - Customer Success
