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Customer Success Manager- IT in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 4/2/2019

Job Snapshot

Job Description


Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.               



The Customer Success Manager is responsible for driving various efforts from inception to delivery at the project and/or support level. It is a generalist position that works within an Agile Scrum/Scrumban framework and is the conduit in which business and system requirements for software applications are discovered, communicated, and documented. The Customer Success Manager will develop customer relationships, offer direction, create process flow improvements and have an overall clear understanding of the business area they service. They will also have knowledge of IT functions, capabilities and tools so that customers can be properly advised of technical options for business improvement.

They are the liason between technology and business. They will be responsible for writing user stories, executing against the project release plan, proactively mitigating risks, and assisting in managing the development life cycle through to production launch and post production support. The Customer Success Manager must be able to work directly with Project Stakeholders, Business Product Owners, Development and Scrum Masters to elicit requirements through various processes (conversations/emails/meetings), document them in user story format, and follow them through the software development process to successful completion.




1.     Works with Business Product Owners and Key Business Stakeholders to define requirements (user stories/use cases) and acceptance criteria in the product backlog



2.     Works with Software Engineers, Business Product Owners, Key Business Stakeholders and Scrum Masters to clarify requirements throughout the development process within an Agile Environment


3.     Creates wireframes, workflow diagrams, and other documentation artifacts as needed to define requirements


4.     Validates application functionality meets acceptance criteria for user stories


5.     Performs manual testing of application functionality to ensure quality standards are met




This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department.


Job Requirements


  • Proven ability to work with both business and technical teams
  • Experience working in teams developing enterprise level software applications
  • 3+ years of Business or System Analyst experience in a technology oriented organization.
  • 3+ years experience working with software development staff and software development lifecycle processes


  • The ability to clearly communicate both in verbal and written format
  • Work directly with project stakeholders and Business Product Owners at various levels
  • Self-Motivated with the ability to work independently and within a team of people
  • Objectivity and evidence based reasoning
  • Able to manage time and tasks effectively
  • Flexible and able to maintain composure under pressure
  • Working knowledge of Microsoft Office applications
  • Working knowledge of internet and web based software applications
  • Working knowledge of software development methodologies
  • Business/Technical Project Analysis
  • Software Program Management
  • Agile/Scrum Framework
  • Strategic Planning
  • Problem Solving/Mediation
  • Decision Making



While performing the duties of this job the employee may be required to sit or stand for extended periods of time.  Will be required to bend, twist, reach, push, pull, and operate office machinery.  Must be able to lift up to thirty pounds.  Specific work assignments may change without notice.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.


The majority of work will be performed in a climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperature on occasion.


Schedules will vary depending on business needs, and may entail working nights, weekends and holidays.  Must be flexible to work outside of departmental operating hours.