Job type full-time
Full job description
Reporting to srDirector, customer experience, the senior manager, customer experience is responsible for the strategic planning, customer experience, and overall success of the cendyn customer relationships with assigned strategic and growth customer accountsThe primary focus of the role will be to develop relationships with customer hotel executives and decision makers within existing customers to successfully expand utilization of cendyn’s products and servicesThe role requires strategic planning and consultative selling, while interfacing with senior level decision makers in the hospitality landscape.
In addition, this position is accountable for partnering with others to introduce cendyn’s new products and product enhancements, ongoing training, and communicating customer related enhancement requests to the product team.
1Manage customer relationships aReview and communicate performance and strategy to clients bIdentify, resolve, and/or escalate potential client issues cContact clients on a regular basis including in-depth weekly or monthly calls to review campaign performance, suggesting additional digital marketing strategies and campaign optimizations to continuously improve results 2Drive customer success outcomes aOptimize renewal rates and minimize customer churn bExpand our revenue in accounts through cross-sell and up-sell cInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scores dDrive new business growth through greater advocacy and referenceability
1Assess current business strategies and recommend “best practices” to drive customer performance and success 2Build and maintain ongoing business partner relationships and develop methods of customer success management that allow for continuous improvement in customer satisfaction 3Acts flexibly and responsibly to meet customer requirements
1Help to manage customer experience team activities aCustomer: onboarding, training, professional services, renewals, cross-sell / up-sell, advocacy 2Establish credibility and customer confidence by implementing regular customer communication, in-person visits and performance reviews 3Understand client needs/objectives, develop strategies and recommendations with our cendyn products to improve key performance metrics and drive revenue 4Provide regular performance and strategy reviews with each client 5Manage projects involving clients and various internal cendyn departments
1Conduct analyses of clients’ business challenges, needs, competitive landscape, and future plans to improve how our product can address these needs 2Provide input and feedback, from a business user’s perspective to the cendyn product group 3Identify opportunities for ongoing learning and improvements to ensure full satisfaction by each customer
1Identify and maximize opportunities to build long term relationships that are mutually beneficial
Preferred qualifications and experience:
1Make high impact presentations to influence customer actions 2Use salesforce, zendesk, and other digital marketing products to communicate and track customer interactions
Required education and experience:
Degree from an accredited college or university, or equivalent experience
Basic knowledge of digital marketing and advertising channels, including: display advertising, search engine marketing (sem), search engine optimization (seo), social media and mobile marketing
Ability to manage influence through persuasion, negotiation, and consensus building
Strong communication and presentation skills
4+ years of experience in account management
• 4+ years of experience in digital marketing • additional experience in these areas is a plus.
O 2+ years of experience in hotel operations or equivalent experience
• strong overall business and people skills, including planning, presentation skills and business acumen • account / relationship management - ability to retain and grow accounts, with a strong commitment to customer satisfaction
Planning and organizational skills –excellent organizational, planning, and proven ability to manage multiple priorities.
Decision making – excellent decision making and problem-solving skills.
Office tools – experience in microsoft windows-based office tools including presentation software, database software and desktop applicationsProficiency in microsoft office products: outlook, excel, word, powerpointBasic abilities with sharepoint and smartsheet are a plus.
Analytical and conceptual thinking – ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
Innovation – ability to initiate creative thinking to accomplish continuous improvement and evolution of the department.
• excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis • strong time management skills • demonstrated ability to complete multiple tasks concurrently and deliver results under pressure • self-motivated, goal oriented, and able to work in a team environment
What we offer:
Start-up culture with opportunity to make an impact in your role and our team immediately
Compensation package corresponding to the value you bring to our team
Excellent on-the-job learning opportunity to grow your skills
Support of a diverse and international team to reach your goals
We are unable to provide relocation assistance for this role
We are unable to provide employment sponsorship for this role now or in the future - unrestricted work authorization required
Cendyn is the leading innovative cloud software and services provider for the hospitality industryWith a focus on integrated hotel crm, hotel sales, and revenue strategy technology platforms, cendyn drives sales, marketing and revenue performance for tens of thousands of hotels across the globeThe cendyn hospitality cloud offers a complete set of software services for the industry, aligning marketing, sales and revenue teams to optimize their strategies and drive performance and loyalty across their business unitsWith offices in boca raton, atlanta, boston, las vegas, san diego, london, munich, singapore, sydney, bangkok and tokyo, cendyn proudly serves clients in 143 countries, delivering over 1.5 billion data-driven, personalized communications on behalf of their customers every yearFor more information on cendyn, visit www.cendyn.com.
Cendyn provides equal employment opportunities (eeo) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or geneticsIn addition to federal law requirements, cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilitiesThis policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran statusImproper interference with the ability of cendyn’s employees to perform their job duties may result in discipline up to and including discharge.
This is a remote position.