Account Manager

Job Purpose:

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.

Job Responsibilities:

The essential functions include, but are not limited to the following:

• Client Relationship Management:
  • 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.
• Client Engagement \& Strategy:
  • 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.
• Client Insights \& Performance Indicators Monitoring:
  • 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.
• Issue Resolution \& Advocacy:
  • 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.
• CRM \& Internal Communication:
  • Maintain accurate account data, log tasks and activities, and track opportunities in the CRM system, SalesForce.
  • Communicate key account information to internal stakeholders.
• Client Education \& Satisfaction:
  • 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.

Required Qualifications (Knowledge, Skills, and Abilities):

• Experience:

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.

• Skills:

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.

• Technical Knowledge:

Experience in Microsoft Suite (Outlook, Teams, Excel, Powerpoint) is preferred.

Proficiency in SalesForce, Planhat, ZenDesk, JIRA preferred.

• Education:

Bachelor’s degree-Field of Study: Business Administration, Hospitality or general Bachelor’s degree and experience, or a commensurate combination of education and experience or any equivalent relevant business knowledge

• Willing to travel based on client and business needs.

Work Environment

This job operates in a home office environment and is an outside sales role. Working in a home office environment requires a high degree of discipline.

Travel

This position requires up to 30-50% travel. Frequently, travel is outside the local area and overnight

EEO Statement

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.