TravelNet Solutions

Customer Success Manager

• Serve as the primary point of contact for customers, managing adoption, and overall success journey.
• Drive customer retention by understanding client goals and delivering solutions to meet their needs.
• Proactively monitor customer health and engage with customers to ensure continued success and satisfaction.
• Conduct regular check-ins, business reviews, and product feedback sessions with clients.
• Inform customers of new product features and best practices, helping them integrate updates into their operations for maximum efficiency.
• Ensure customers’ platforms are up-to-date and optimally configured to meet their evolving needs.
• Collaborate with customers on continuous optimization efforts, identifying areas for improvement, and recommending configuration changes to enhance performance.
• Work with the Professional Services team to identify training opportunities and assist with configuration updates that align with customer goals.
• Collaborate with the Support team to resolve customer issues and ensure smooth ticket resolution.
• Work closely with Sales on expansion opportunities, cross-sell, and up-sell initiatives.
• Partner with Product and Engineering teams to deliver customer feedback, participate in discovery calls, and ensure product alignment with customer requirements.
• Assist customers with contract negotiations, renewals, and service optimization.
• Leverage AI-powered tools to monitor customer health signals, identify churn risk early, and prioritize outreach across your portfolio.
• Use AI writing and communication tools (like Claude, ChatGPT, or built-in platform AI features) to draft QBR prep, customer summaries, and follow-up communications more efficiently.
• Help customers understand and adopt AI-driven features within the Track platform, translating technical capabilities into practical wins for their properties.
• Identify opportunities where AI automation can reduce manual work for customers and proactively recommend those workflows during business reviews.

Sales

• Lead, coach, and develop a team of Mid-Market Account Executives and Customer Account Executives to achieve team quota.
• Drive daily, weekly, and monthly ownership and execution through structured 1:1s, pipeline reviews, and team meetings.
• Deliver performance reviews, build development plans, and manage performance improvement plans when needed.
• Develop and implement sales training programs so the team is equipped with the skills and knowledge to succeed.
• Serve as the escalation point for complex customer situations and sales cycles, supporting the team in closing deals and resolving issues.
• Share best practices and drive consistency in new business, renewals, and expansion efforts across the team.
• Hire, train, and onboard new team members; build and maintain enablement materials, playbooks, and ramp plans.
• Partner with the VP of Sales on headcount planning, team structure, and ramp capacity to support segment growth.
• Develop and implement sales strategies to increase bookings and expand the customer base.
• Develop and execute comprehensive sales plans and programs, both short and long-range, to support the sales, bookings, and branding objectives of the organization.
• Develop and manage the team's sales pipeline to ensure a steady flow of opportunities.
• Analyze sales data and market trends to identify opportunities for growth.
• Provide analytical expertise and market insights that drive strategic decision-making and maximize the market potential of the Track portfolio.
• Own team pipeline accuracy and deliver bookings, renewal, and expansion forecasts to the VP of Sales on a regular cadence.
• Monitor team progress toward goals daily, weekly, and monthly; identify performance gaps and take action to close them.
• Collaborate with Marketing, Product, and Customer Success to ensure alignment and support for sales initiatives.
• Act as the voice of the customer internally by providing feedback to Product, Support, and leadership teams.

Director of Sales

Product Manager

• The Director of Product leads the Core Product team, overseeing the vision, strategy, and execution of the Core product suite.
• Partnering with Engineering, Customer Success, Sales, Marketing, and Executive Leadership to drive innovation and customer value.
• The Director is accountable for KPIs — product adoption, NPS, retention, and delivery predictability.
• Reporting directly to the Senior VP of Product, and managing several direct reports.
• Develop and maintain a clear roadmap for the Core product line aligned with the company’s mission, market opportunities, and customer needs.
• Identify opportunities where AI can simplify complex workflows, eliminate repetitive work, and improve customer decision-making.
• Lead, coach, and develop the Core Product team of 3-5 Product Managers, fostering a culture of collaboration, ownership, and customer focus.