Customer Success Manager

• Manage the end-to-end onboarding of new hotel partners
• Set clear expectations, provide training, and ensure full system adoption
• Collaborate with integration and support teams to deliver a fast, smooth go-live
• Act as the main point of contact post-onboarding
• Build trust and strong working relationships with hotel operators and managers
• Monitor customer health and proactively address issues before they escalate
• Proactively gather, track, and analyze customer feedback
• Identify patterns, surface pain points, and advocate for customer needs internally
• Collaborate with Product and Engineering to prioritize improvements based on feedback
• Help document and improve scalable customer success playbooks
• Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
• Develop new initiatives and support programs to improve retention and satisfaction
• Ensure customers understand the full value of Sadie and how to use all relevant features
• Identify upsell opportunities or new integrations that add value
• Support expansion and referrals within multi-location groups

Customer Success Manager, Hotels

Implementation Specialist

• Installation, maintenance, and repairs on equipment within an assigned territory to ensure continuity of customer operations
• Ownership of customer problems or incidents until they are resolved to the customer's satisfaction
• Diagnose, repair, and replace components on any equipment supported by NCR Voyix
• Perform required modular swaps and unit replacements
• Build working relationships with customers and develop informal communication channels with customer account at the local level
• Represents NCR Voyix positively
• Perform periodic preventative maintenance on assigned products
• Responsible for all NCR Voyix assets used in the delivery of customer services
• Maintain an appropriate parts inventory as well as parts record keeping
• Accurate and prompt reporting of calls and activity

Customer Engineer

• Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;
• Increase overall client satisfaction with Diligent measured through Net Promoter Score;
• Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
• Facilitation alongside the Implementation team of Diligent’s products and modules with senior stakeholders to the client including C-Suite and Directors.
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Seek out client advocacy related initiatives

Customer Success jobs in New Zealand

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Customer Success Manager, Hotels

Customer Engineer

Customer Success Manager