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Customer Success Manager - Product Sales and Services

Date: Jun 28, 2019

Location: Afton Alps, MN, US

Company: Vail Resorts

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

 

The Customer Success Manager for PSS expertly oversees the leadership, training and overall quality of the guest and employee experience for product sales and services. The ideal candidate will embody and drive a customer success culture founded on accountability, trust, problem solving, and attention to detail, teamwork, communication, employee development, and self-development.

Job Responsibilities include, but are not limited to:

  • Implementing and executing process and structural changes to the PSS Department
  • Responsible for managing a 5 location department, a staff of over 50, and a leadership team of 6.
  • Product/Sales Management – Fully understand Ticket, Season Pass and Ski & Snowboard School product offering in order to provide guidance to staff and guests; ensure all appropriate products are accurate and available for sale at each sale location.  Administer Guest Data Collection protocol. Create, manage and monitor department KPIs.
  • Exemplify exceptional external guest and inter/intra departmental relations. Stay abreast of guests’ needs and actively promote sales of products and services to meet those needs.
  • Financial Management – Prepare/monitor budget utilizing labor distribution reports and monthly P & L financials.  Create staff schedules based on current budget and forecasted skier volumes. Know and understand department budget detail, and manage the business to budget.
  • Personnel management including hiring, training, scheduling, performance reviews, performance and disciplinary actions.  Accurately manage to the labor budget, and perform all Time & Labor entries & approvals in PeopleSoft.
  • Thorough knowledge of RPOS, Guest Connect, and Application Manager and other applicable computer systems/applications (i.e. Microsoft Windows and Microsoft Office).
  • Responsible and oversee all daily monies, i.e. operating banks, cash reserve banks and bank drops in accordance with company guidelines  and must have basic accounting skills.
  • Assist in development of departmental and companywide policies and procedures.
  • In depth knowledge of marketing programs including our FY19 strategic plans and brand promise for both Afton Alps and Vail Resorts
  • Complete special projects as assigned and initiate special projects as needed.
  • Complete mid-season and end of season performance appraisals for direct reports.
  • Coordinate with director and management team to create and implement training plan.
  • Create a fun, positive and supportive work environment.
  • Work closely with Ski and Snowboard School and Resort Operations Manager team at to help cross-train, job share and support the overall PSS purpose of fulfilling the appropriate products for our guest.
  • Participate in all Afton Alps Leadership Team functions, meetings, and off-site events.
  • Provide on-going feedback to director and management team regarding guest service issues and suggestions.
  • Take ownership of self-development by attending workshops and training for professional growth.

Job Requirements:

  • Established, positive core philosophy of leadership, growth and development.
  • Five years customer success and guest service experience with at least three years in a leadership role – Required
  • Experience designing and implementing departmental trainings.
  • Flexible schedule required during peak times throughout the year.  Must be willing to work evenings, holidays and weekends – Required.
  • MS office and RPOS proficiency – Required.
  • Demonstrated ability to effectively manage a team.
  • High level of interpersonal skills to ensure: teamwork, high level guest contact, fact finding for appropriate decision making, commitment to guest service and employee relations.
  • Must demonstrate ability to receive and give direction and act upon it.

 PHYSICAL REQUIREMENTS:

  • Weight Lifted – At least 25lbs
  • Lifting Frequency – Frequent
  • Standing Frequency – Frequent
  • Walking Frequency – Frequent
  • Reaching – Some of the time
  • Stoop, Kneel, Crouch, Crawl – Some of the time

 

These Competencies are the attributes and behaviors that Vail Resorts uses to measure an individual employee’s overall effectiveness in role.

Out Front: You are forward-thinking and one step ahead of the needs of the business, our guest's expectations, and their leaders.  You act fast to changing dynamics. 

Re-Imagine: You are expected to bring new ideas, methods, and approaches to the table. You are courageous in your thoughts, and think for the long term rather than for immediate success. You are a driving force to push the business forward, even if the path sometimes unclear.

Develop: You constantly seek to improve your leadership skills.  You hire and retain those who embrace these competencies at the highest level.  You create future leaders and bench strength. 

Drive: As a leader, you exhibit a strong desire to be the best and your results show it.  You are decisive and take the initiative to step-up when and where the business needs you.  You understand how to execute and deliver results. 

Connect: You create authentic connections with others.  You inspire trust and align stakeholders.  You listen to others to develop a shared understanding.  You build strong relationships across locations and functions. 

Passion: You embrace our product culture and mission to the core. You allow your personal passion to inspire others to follow in your footsteps.

 

Core Values:  These are the values by which all Vail Resorts align for decision-making.

Serve Others: Own It. Personalize It. Elevate It.

Do Right: Act with Integrity – always do the right thing, knowing it leads to the right outcome.

Drive Value: Grow profit through smart and innovative business practices.

Do Good: Preserve our natural environment and contribute to the success of our local communities.

Be Safe: Be committed to the safety and wellness of our employees and Guests.

Have Fun: Fun is our product – create fun, enjoy your work and share the contagious spirit.

Create incredible experiences for guests at the Midwest’s premier winter destination. In the scenic St. Croix River Valley, this big-time resort with a small town feel has converted thousands of first-timers into lifelong skiers and riders. This truly is where Epic begins for skiers of all levels and can be where your epic career begins, too. Become part of the Afton Alps family. www.vailresortscareers.com

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 169974


Nearest Major Market: Minneapolis