Sr Director of Customer Success Full Time NEW

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.

Role And 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

Qualifications And Education 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

Key Knowledge And Skill Requirements

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 Have’ Skills

Salesforce

Understanding of Software Development Life Cycle and a SAAS business model

Outstanding Benefits

• Very competitive compensation
• Generous Paid Time Off (25 PTO days)
• 8 Hours of Volunteer Time Off (VTO)
• We offer a comprehensive medical, dental and Wellness Program
• 12 weeks paid parental leave
• An infrastructure that allows flexible working arrangements
• Formal and informal reward, recognition and acknowledgement programs
• Lots of fun and engaging employee development events

Reasonable Accommodation

Aven Hospitality is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Aven Hospitality position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Aven Hospitality at Contact Us

Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Affirmative Action

Aven Hospitality is an equal employment opportunity/affirmative action employer and is committed to providing employment opportunities to minorities, females, veterans and disabled individuals. EEO IS THE LAW