Manager, Account Management

Aven Hospitality•Dallas, TX

1d•Hybrid

About The Position

Aven Hospitality is an innovative technology provider powered by SynXis®, the leading global hospitality commerce and distribution platform. We empower hoteliers around the world to exceed expectations, solve daily challenges, and stay ahead of the competition. With our comprehensive portfolio of solutions, hoteliers can manage distribution, retailing, payments, operations, and more. Providing hoteliers the tools to maximize revenue, improve operational efficiency, and deliver personalized guest experiences that drive satisfaction. Our tools are built to seamlessly integrate with each hotelier’s unique strategy, elevating guest satisfaction and creating meaningful connections. We are pioneering AI in hospitality technology to unlock new opportunities, drive efficiency, and personalize the guest experience. By prioritizing stability, scalability, and data-driven insights, we equip hoteliers to adapt and thrive in an ever-changing landscape, ready for whatever comes next. Manager, Account Management Company information Aven Hospitality is a global leader at the forefront of hospitality technology powering over 40,000 properties across 174 countries. Celebrated for our innovative and customer-centric approach, we deliver integrated platforms for distribution, reservations, retailing, and guest experience to both renowned hotel brands and independent properties worldwide. Role Purpose: The Manager, Account Management leads a team of Account Managers responsible for a high-volume portfolio of hotel accounts and a set of channel partner relationships. This is a people-first leadership role that demands equal parts commercial acumen, operational discipline, and coaching instinct. The accounts in this portfolio are smaller in individual ARR but significant in aggregate. They require a manager who understands how to create leverage: building the right processes, setting the right cadence, and developing a team capable of managing volume without sacrificing customer quality. This manager carries the full commercial and relationship responsibility, including serving as the escalation path when support, delivery, or billing issues arise and require internal coordination to resolve. Channel partners are an equally important dimension of this role. These reseller relationships expand Aven's reach into accounts that fall outside of direct coverage. This manager ensures those partnerships are performing, growing, and aligned to Aven's commercial standards through structured business reviews and active engagement. The right candidate is a natural people leader with a customer-first mindset, strong business judgment, and the ability to build a team of Account Managers into skilled, confident commercial professionals. This is a high-accountability role with real organizational impact and a direct line to the long-term health of a meaningful portion of Aven's customer base.

Requirements

Minimum 4 years of experience in account management or commercial roles within the hospitality industry or hospitality technology space, with at least 1 to 2 years in a people management or team lead capacity
Demonstrated ability to manage a high-volume, high-velocity book of business with consistent rigor and commercial discipline
Strong coaching instincts and a genuine investment in the growth and development of team members
Business acumen sufficient to identify renewal risk, growth opportunity, and performance patterns across a large, diverse portfolio of accounts
Proficiency with Salesforce for pipeline management, team performance tracking, and account documentation
Strong organizational and prioritization skills with the ability to manage competing demands across a team, a portfolio, and a set of partner relationships simultaneously
Excellent communication and interpersonal skills with the ability to build credibility at all levels of a hotel organization and internally across commercial and operational functions
Comfortable serving as a triage and escalation point for customer issues, with the cross-functional instincts to navigate internal teams and drive resolution
Bachelor's degree or equivalent; relevant experience accepted in lieu of formal education

Nice To Haves

Familiarity with CRS, PMS, distribution technology, or related hospitality systems
Experience managing a team through organizational change, including role redefinition, process transitions, or coverage model shifts
Background in revenue management or hotel operations
Familiarity with SynXis CRS or related Hospitality Industry products
Experience designing or implementing team-level process standards, playbooks, or performance management frameworks

Responsibilities

Lead, coach, and develop a team of Account Managers, setting clear performance expectations, running consistent one-on-ones, and creating an environment where accountability and growth go hand in hand
Identify individual strengths and development areas across the team and build structured coaching plans that accelerate commercial skill development for expanded responsibility
Invest deliberately in upskilling your team as bench strength for future commercial roles, treating talent development as a core deliverable of the manager function
Own the overall health and commercial performance of the team's account portfolio, with a primary emphasis on proactive renewal management and long-term revenue stability
Build and maintain a disciplined renewal cadence that surfaces risk early and ensures your team is engaging accounts well ahead of contract timelines
Ensure each Account Manager maintains a current and accurate view of their book of business in Salesforce, with opportunities documented and next steps clearly defined
Drive a culture of proactive upsell and cross-sell activity within the team, ensuring Account Managers are identifying and acting on expansion opportunities across their portfolios
Develop a clear view of where product utilization gaps and attachment opportunities exist across the book of business and translate that into team priorities and account strategies
Partner with Sales Consultants to develop commercial materials and pricing scenarios that enable your team to pursue growth opportunities with confidence
Oversee the commercial relationships with assigned channel partners and their respective Account Manager, ensuring performance against shared goals and alignment to Aven's commercial standards.
Plan and lead structured Quarterly Business Reviews with each channel partner, covering performance, pipeline, account health, and opportunities to deepen partnership penetration and expand Aven's reach
Identify and pursue opportunities to expand channel partner influence within Aven's broader commercial ecosystem, including transitioning appropriate accounts to partner management.
Serve as the primary escalation path for your team when support, delivery, implementation, or billing issues require internal coordination to resolve
Build the cross-functional relationships with Customer Care, Delivery, and Billing teams to move quickly when issues arise and protect the customer relationship in the process
Establish clear triage standards for your team so that issues are handled at the right level, escalated appropriately, and resolved with a consistent customer experience
Maintain a customer-first mindset in every escalation, recognizing that for many of these accounts, how Aven handles a problem matters as much as the outcome