Aven Hospitality · 11 hours ago
Sr Director of Customer Success
DFW Metroplex
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expAven Hospitality is an innovative technology provider powered by SynXis®, the leading global hospitality commerce and distribution platform. The Senior Director of Customer Success will lead customer success managers to drive value realization and customer engagement, while ensuring revenue retention and expansion.
Computer Software
Responsibilities
Develop, deploy and maintain team engagement strategies and performance metrics aligned with organizational expectations and customer success metrics
Staff the team, and facilitate onboarding, closing any gaps in expertise or knowledge and promoting continued education
Work closely with senior leaders around the business and within the divisions to set strategy and deploy resources to achieve desired outcomes
Liaison with the commercial, operational, and product teams to develop and maintain relationships necessary to be successful and effective
Partner with sales organization to ensure effective management of customers and long-term commercial success
Partner with the delivery teams including implementations, optimization engineers, and support to identify opportunities and promote customer success
Encourage team members to
Effectively engage customers as part of their book of business
Establish customer baselines and either partner to create or refresh their customer success plan
Create engagement strategies that promote customer success, goal attainment and value realization
Serve as the customers liaison with Aven operations and, more broadly, the customer’s champion
Partner with the commercial team to report customer progress and areas of greater opportunity
Support their Aven Hospitality colleagues as they support customer success
Regularly report team performance metrics and offer strategies to increase impact and expand outcomes
Work closely with the marketing, customer engagement, product management, delivery, and consulting leaders to ensure activities (including marketing strategies, implementation, and execution) are aligned with the overall corporate strategy
Foster strong relationships with internal leaders/stakeholders across Aven Hospitality; responsible for collaboration and global process development across all segments in the business
Qualification
Required
Minimum 5 years of customer success, relevant sales, consulting, or hospitality distribution/revenue management experience
Minimum 3 years of team leadership and/or development experience
Extensive experience with SynXis CRS
Bachelor's Degree or equivalent in relevant field, including relevant industry experience
Extensive understanding of Hospitality commerce, including revenue management, total revenue attainment, distribution strategies, guest acquisition and retention strategies, cost of goods/service sold and knowledge of the competitive landscape, key trends, opportunities, and challenges
Proven experience in fostering customer relations and supporting customer goal attainment and value realization
Proven ability to influence cross-functional teams within a global matrix organization, with strong capabilities to build relationships with internal and external stakeholders
Professional presence and business acumen with articulate and persuasive oral and written communication skills
Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers
Strong people skills and extremely resourceful
Strong knowledge of the travel/hospitality markets and/or enterprise software space
Strong analytical and problem-solving skills
Ability to lead or influence individuals or teams
Demonstrated ability to develop and foster strong customer relationships
Strong verbal, written and presentation skills
Creative thinker and problem solver
Strong interpersonal and communication skills
Self-motivated, results-oriented professional
Preferred
Salesforce
Understanding of Software Development Life Cycle and a SAAS business model
Benefits
Very competitive compensation
Generous Paid Time Off (25 PTO days)
8 Hours of Volunteer Time Off (VTO)
We offer a comprehensive medical, dental and Wellness Program
12 weeks paid parental leave
An infrastructure that allows flexible working arrangements
Formal and informal reward, recognition and acknowledgement programs
Lots of fun and engaging employee development events
Company
Aven Hospitality
Aven Hospitality, formerly Sabre Hospitality Solutions, is an independent global technology and SaaS leader in the hospitality industry, powering how hotels sell, distribute, and deliver guest experiences.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase