Sr Director of Customer Success

Aven Hospitality•Dallas, TX

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.. 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. The Customer Optimization and Engagement team consist of hospitality commerce and distribution experts passionate about fostering customer success and driving value realization. The team is seeking a Senior Director to lead a new team of Customer Success Managers Position Summary The Senior Director of Customer Success will lead customer success managers as they work with our customers to achieve their customer success plan and drive value realization. The customer success managers will work closely with our commercial team to facilitate greater customer engagement and revenue retention/expansion. This is a new team and function. The Sr. Director will be expected to stand-up a successful, efficient and expandable team. The team’s success will be measured on how well they support customer value realization and goal attainment, revenue retention and expansion, and successful renewals.

Requirements

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 Customer Success strategies and execution
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

Nice To Haves

Salesforce
Understanding of Software Development Life Cycle and a SAAS business model

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