Channel Partner Success Manager

Choice Hotels International

1d

About The Position

JOB SUMMARY: The Channel Partner Success Manager supports the Account Directors and Account Managers of Intermediaries/Channel Partners in day-to-day management and performance optimization of a portfolio of large travel partners. This role ensures partner satisfaction and increases revenue contribution by navigating day-to-day channel partner needs. The Manager acts as the primary liaison for channel partner performance and engagement. The Channel Partner Success Manager is an expert in distribution channels (GDS, direct connect, etc.), connectivity protocols and common hotel tech stacks, and is accountable for ensuring partners deliver against contractual commitments and commercial expectations. This position requires strong collaboration with various internal and cross-functional teams to ensure that all policies and procedures are correctly executed, resulting in effective service delivery in accordance with established goals.
RESPONSIBILITIES: Channel Partner Management Monitor partner performance and connectivity health using dashboards and KPIs (bookings, revenue, parity, rate visibility, etc.); escalate and coordinate corrective actions as necessary Assist with RFP processes to ensure Choice hotel inventory and content is visible and optimized across partner platforms Assist in partner governance, steering committees and quarterly business reviews that demonstrate program performance, connectivity health, and joint growth initiatives Customer Success Build and maintain strong working relationships with partner operations, product and commercial contacts; act as a reliable day-to-day partner advocate for Choice Prepare and present operational and performance reports for partners and internal stakeholders (e.g. hotel segment leaders); translate data into clear, actionable recommendations to improve yield and partner satisfaction Lead incident management and service recovery efforts, ensuring timely root-cause analysis and remediation Partner Onboarding, Enablement & Technical Delivery Manage technical onboarding and enablement for assigned partners, coordinating testing to ensure robust connectivity, mapping, rate parity and content quality Serve as the primary operational contact for partner technical teams during implementation and ongoing operations; validate go-live readiness and post-launch stability Create and maintain partner connectivity playbooks, runbooks and technical documentation to standardize implementations and troubleshooting Portfolio Planning & Administration Maintain accurate account and pipeline data in Salesforce; produce reliable forecasts and provide weekly/monthly revenue updates to leadership Participate in sales, brand, product and system training Support account strategies, detailed action plans and specific follow-up activities

Requirements

• 5+ years of experience in B2B account management, partner success, distribution/operations or technical account management within the travel, hospitality or technology sectors; experience working with TMCs, workforce lodging intermediaries or government travel partners preferred
• Demonstrated success managing complex client relationships, informing long-term commercial strategies, and resolving operational escalations for large channel partners
• Hands-on exposure to hotel RFP processes and commercial contract execution preferred
• Proficiency working in a CRM, preferably Salesforce
• Familiarity with Microsoft Office products (e.g. PowerPoint, Word, Excel)
• Comfortable analyzing account and market data in platforms like Tableau to create actionable insights and recommendations
• Familiarity with hotel distribution and connectivity (GDS platforms, direct connections, PMS integrations)
• Comfortable working alongside engineering/IT teams, validating integrations and translating technical issues for commercial and operations stakeholders
• Ability to travel up to 25-50% as required to meet with channel partners and attend industry conferences and events
• Location near a major city – within 30 miles of a major airport
• Strong project management skills, attention to detail, and ability to manage multiple partner priorities simultaneously.
• Excellent written and verbal communication skills; ability to present operational findings and recommendations to both partner and internal executive audiences.
• Customer-centric mindset with a bias for action, problem solving and driving measurable outcomes.
• Comfortable operating in a matrixed, cross-functional environment and escalating appropriately.

Responsibilities

• Monitor partner performance and connectivity health using dashboards and KPIs (bookings, revenue, parity, rate visibility, etc.); escalate and coordinate corrective actions as necessary
• Assist with RFP processes to ensure Choice hotel inventory and content is visible and optimized across partner platforms
• Assist in partner governance, steering committees and quarterly business reviews that demonstrate program performance, connectivity health, and joint growth initiatives
• Build and maintain strong working relationships with partner operations, product and commercial contacts; act as a reliable day-to-day partner advocate for Choice
• Prepare and present operational and performance reports for partners and internal stakeholders (e.g. hotel segment leaders); translate data into clear, actionable recommendations to improve yield and partner satisfaction
• Lead incident management and service recovery efforts, ensuring timely root-cause analysis and remediation
• Manage technical onboarding and enablement for assigned partners, coordinating testing to ensure robust connectivity, mapping, rate parity and content quality
• Serve as the primary operational contact for partner technical teams during implementation and ongoing operations; validate go-live readiness and post-launch stability
• Create and maintain partner connectivity playbooks, runbooks and technical documentation to standardize implementations and troubleshooting
• Maintain accurate account and pipeline data in Salesforce; produce reliable forecasts and provide weekly/monthly revenue updates to leadership
• Participate in sales, brand, product and system training
• Support account strategies, detailed action plans and specific follow-up activities

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

What This Job Offers

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