Job Purpose:
As an Account Manager, you will work with our clients to drive retention, renewals, adoption, client satisfaction, and growth. This is a client-facing role requiring outstanding relationship management and organizational skills as well as robust technical acumen. You will work with a variety of users within our hotel and hospitality partner’s organizations to achieve successful outcomes throughout the client lifecycle. You will plan and execute strategy for the account - leveraging internal resources to achieve desired outcomes. You will be the primary contact for all things Cendyn to your assigned client portfolio.
Job Responsibilities:
The essential functions include, but are not limited to the following:
Client Relationship Management:
Manage a portfolio of accounts, fostering long-term business relationships with clients to support their success and engagement.
Serve as the primary contact for clients, guiding them from onboarding through renewal and beyond.
Oversee the delivery of contracted scope of work for assigned accounts,
where appropriate.
Client Engagement & Strategy:
Implement proactive client engagement strategies to drive product adoption, renewals, and revenue growth.
Develop and maintain Account Plans for each client to ensure proactive management and alignment with company goals.
Demonstrate thought leadership by combining clients’ business objectives with hospitality strategy to deliver impactful, forward-thinking marketing solutions.
Client Insights & Performance Indicators Monitoring:
Track and monitor client KPIs such as platform usage, settings, and sentiment to maintain relationship health.
Conduct Business Reviews to share insights, set goals, consult on optimal product usage, and plan partnership development.
Issue Resolution & Advocacy:
Act as an escalation point to ensure timely and proactive resolution of issues.
Identify at-risk renewals and implement tailored remediation plans