Account Manager

Cendyn

1d • Hybrid

About The Position

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 strong 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.

Requirements

• Experience in Client Success or Account Management within a global SaaS or enterprise software environment, with a preference for experience handling large, strategic clients.
• Proven ability to establish and nurture relationships with stakeholders at all organizational levels, including influential individuals, managers, and business development teams.
• Demonstrated expertise in change management and driving business optimization initiatives.
• Excellent organizational skills, strong attention to detail.
• Excellent written and verbal communication skills.
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Strong strategic thinking skills with the ability to develop and execute account-level plans that align client objectives with business outcomes.
• Proven negotiation skills with experience structuring and closing renewal agreements that deliver mutual value.
• Full ownership of the renewal process end to end, from early engagement and risk identification through commercial negotiation, contracting, and booking.
• Strong relationship-building skills with the ability to establish trusted partnerships at all levels of a client organization, from day-to-day users to C-suite executives.
• Experience in Microsoft Suite (Outlook, Teams, Excel, Powerpoint) is preferred.
• Proficiency in SalesForce, Planhat, ZenDesk, JIRA preferred.
• Bachelor’s degree-Field of Study: Business Administration, Hospitality or general Bachelor’s degree and experience, or any equivalent relevant business knowledge
• Willing to travel based on client and business needs.

Nice To Haves

• Experience handling large, strategic clients.
• Experience in Microsoft Suite (Outlook, Teams, Excel, Powerpoint).
• Proficiency in SalesForce, Planhat, ZenDesk, JIRA.

Responsibilities

• 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.
• 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.
• 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.
• Act as an escalation point to ensure timely and proactive resolution of issues.
• Identify at-risk renewals and implement tailored remediation plans.
• Serve as a client advocate, collaborating with Sales, Product Management, Services, Support teams.
• Maintain accurate account data, log tasks and activities, and track opportunities in the CRM system, SalesForce.
• Communicate key account information to internal stakeholders.
• Lead educational sessions and engagements to support ongoing product adoption and proficiency.
• Provide clients with updates and guidance on new features and product enhancements.
• Promote satisfaction and loyalty by understanding business needs and consulting to achieve their objectives.

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
• Compliance with applicable state and local laws governing nondiscrimination in employment.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
• Prohibition of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level