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Job description
Regional Market ManagerButler Hospitality is looking for a Regional Market Manager to lead a team of Customer Success Managers across our San Francisco, Los Angeles, and Denver markets. In this role, you will be responsible for hiring, training, managing, and developing members of the Customer Success team. You will also act as conduit between our CSMs and the Butler Senior Leadership team to manage escalations, standardize best practices and execute on strategic initiatives aimed at maximizing overall lifetime value of and for our customers. What's especially exciting about joining a company in 'growth mode' is that you have the opportunity to build new processes and to help our business and customers excel in unforeseen ways. We are looking for someone who exhibits a customer-first approach and who is passionate about hospitality and our partner and guest experiences.What You'll DoManage, mentor, and grow a team of high-performing Customer Success Managers across the Western United States regionDevelop SOPs, best practices, and creative programming to promote hotel partner value and ensure customer retention across multiple marketsHarness the power of data to measure business results and drive team outcomes around customer and consumer growth opportunitiesMaintain responsibility for team resource planning and performance measurementInfluence future lifetime value through higher product adoption, customer satisfaction, and overall health scoresImprove market intelligence including industry, category, and competitive analysisParticipate in regular team meetings where you will be called to present your team's metrics, insights, analysis and progressWork closely with Director of Customer Success and Butler leadership team to iterate on customer health scores, create prescriptive action plans driven by data insights, and develop a proactive customer journey strategyImplement, and be part of the iteration of, a best-in-class customer experience that will be a key driver and competitive advantage to Butler's growth and successAdvocate a company-wide culture of Customer Success, defining customer success priorities and demonstrating the correlation to (successful) company performanceAct as a team player by fostering strong collaboration within the team and cross-functionally with other company stakeholdersAbout YouYou are agile, motivating, customer and team-obsessed, and possess natural coaching capabilities. You share our love of the hospitality and travel industry, and our hunger to improve it through technological and operational innovation. As a Regional Market Manager, you understand the importance of communicating information with confidence, clarity, and executing on follow through. You are data-driven, results-oriented and are motivated by responsibility and accountability to self and team. You're a self-starter and you operate with a growth mindset – that is: open-mindedness, readiness and dedication to your team's KPIs as well as the collective goal. You are passionate about transforming the traditional Account Management role from a supportive, reactive function to an innovative, strategic one - in line with the vision our Customer Success team.Qualifications2+ years people management and talent development experience; possesses a high level of accountability and demonstrated performance-focused leadership skillsPrior experience in a senior-level Customer Success, Account Management, or Sales Operations / Strategy roleProven results growing and scaling organizations at a hyper-growth companyExperience in F&B or Hospitality a BIG PLUS!A strong understanding of the Customer Success function, specific to how it is integral in driving value to partners and revenue growth the businessExcellent communication and relationship building skills, with experience partnering deeply with customers AND other key internal leadersExperience leveraging data (via automation, technology, and manual analysis) to translate opportunity to a team and to optimize and improve their success/performanceAbility to identify opportunities, glean actionable insights, and manage the execution across a teamData-driven and customer-first decision-making mindset, knowing how to supplement data with the qualitative knowledge of the customer's needsStrong ability to communicate strategic objectives and action plans to teamsExperience with Salesforce is required; experience with Tableau preferredCompensation & PerksCompetitive Salary + Performance Bonus + equity/options participationFlexible time-off policy + flexible working hours (Unlimited PTO Plan)Competitive medical, dental, and vision benefits401K + company matchAncillary benefits: Commuter, Gym membership + hotel discountsLaptop, dedicated work phone, & personal tech budget
Worksite address
los angeles, CA, 90001, US
Who can apply
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