Customer Success Manager

 

Meet Zartico, the world’s only Destination Operating System.

 

Today is the start of something new. Welcome to Zartico.  If you want to be an integral part of a group of people who enjoy solving hard problems, embrace change, and love creating better communities for our partners, then keep reading. Our work life doesn't get better by chance, it gets better by change, so let's keep going because you didn't come this far just to go this far.

 

Job Highlights

You will join the Partner Experience Team and will be responsible for supporting our Partners' day-to-day account management alongside of our Strategic Advisors, Education, Support, and Implementation Teams. You’ll be involved in all aspects of account service and our partner journey for our partners as the main contact and liaison between the Partner and Zaritco Partner Experience Team. You’ll help educate our partners through best practices, National Trends and custom analyses specific to their destination. You will promote education opportunities to keep partners engaged and comfortable using the ZDOS®.

What You’ll Do

  • Manage multiple partners to maintain engagement and guide their Zartico experience after implementation..

  • Quarterly connection with partners to provide valuable content or receive feedback. Must have pointed questions to encourage conversation. (i.e. Only question cannot be  “how are things going?”/open-ended). 

  • Participate as an integral part of the Implementation process for new partners

  • Support partners by providing full cycle service as part of the Partner Journey

  • Encourage partners to engage with Social Media, Ask Me, and other training opportunities to build community and confidence in their ZDOS abilities. 

  • Field all partner questions and enter support-related tickets as needed on the partner’s behalf. 

  • Find a solution and provide follow-up for any questions or concerns that arise during connection meetings or received through email within a 24 hour response time/48 hour response time, etc.

  • Elevate major concerns and issues to Director

  • Attend Implementation meetings to build rapport and define that the Account Manager is their Zartico point person with questions after implementation. 

  • Develop and maintain thorough understanding of the ZDOS platform and Zartico services. 

  • ZDOS Operating system Quality Control oversight

  • Assist in the coordination of webinars, weekly Advisory Ask Me hours.

  • Assist with Support redirection and ticket follow up internally and externally when needed.

  • Provide a completed engagement report to sales Q3 of contracts.

  • Document best practices and keep the internal WiKi up to date.

 

Primary Technologies Required:

  • Comprehensive understanding of data analytics in marketing and management.

  • Proficient with standard office productivity tools including GSuite, pivot tables, sheets, XLS, project management software, etc.



Experience and Mindset Needed:

  • 5+ Years working in Account Management 

  • Excellent communication and relationship skills

  • Agency experience and/or SaaS Account Management Experience 

  • BA/BS in a quantitative, tourism & hospitality, business management or marketing field.

  • Exemplary presentation skills and relationship skills both in person and in virtual settings. 

  • A successful history of understanding data, building insights, and connecting data to business strategy.

  • Passion for asking strategic questions to find the path to understanding.

  • Ability to use data-led insights to create a compelling storyline.

  • Quick learner and ability to work in a fast-paced environment - we face new challenges every day.  Be nimble and pivot quickly.

  • Willingness to be hands-on in the execution of support needs for the client.

  • Must have the ability to follow steps and processes of internal SOPs for routing partner needs to collaborative departments. 

  • Quick learner - we face new challenges every day.

 

Why Zartico?  Our Values

  • We believe in a growth mindset. We are a learning organization.

  • We emphasize focus because we know that to achieve big dreams, you have to execute and get the small stuff right.

  • We lead with inclusion and value diversity. We believe in diversity of thought, perspective, and experience. Diversity of experience and perspectives creates a more robust product and a more beautiful world. 

  • We dream in color and code. 

  • We hustle. 

  • We are humble and know that the sum of our parts is greater than any one of us as individuals. 

  • Above all else, we do the right thing. We believe in transparency, honesty, and integrity. 

 

We’re building a global community—one that’s safe for people of all backgrounds. We are an equal-opportunity employer where our diversity and inclusion are central pillars of our company strategy. We look for applicants who understand, embrace, and thrive in a multicultural and increasingly globalized world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. When you join our team, you join the Zartico community.



 

 

 

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