Job Description
Senior Digital Account Manager
eCommerce | Remote (USA) | Full Time
JOB DESCRIPTION
Job Purpose:
Reporting to Director, Customer Experience, the Senior Digital Account Manager is responsible for the strategic planning, Customer Experience, and overall success of the Cendyn customer relationships with assigned strategic and growth customer accounts. The primary focus of the role will be to develop relationships with customer hotel executives and decision makers within existing customers to successfully expand utilization of Cendyn’s products and services. The role requires strategic planning and consultative selling, while interfacing with senior level decision makers in the hospitality landscape.
In addition, this position is accountable for partnering with others to introduce Cendyn’s new products and product enhancements, ongoing training, and communicating customer related enhancement requests to the product team.
Responsibilities:
Essential Functions:
Accountability
- Manage Customer Relationships
- Review and communicate performance and strategy to clients
- Identify, resolve, and/or escalate potential client issues
- Contact clients on a regular basis including in-depth weekly or monthly calls to review campaign performance, suggesting additional digital marketing strategies and campaign optimizations to continuously improve results
- Drive Customer Success Outcomes
- Optimize renewal rates and minimize customer churn
- Expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
Excellence
- Assess current business strategies and recommend best practices to drive customer performance and success
- Build and maintain ongoing business partner relationships and develop methods of customer success management that allow for continuous improvement in customer satisfaction
- Acts flexibly and responsibly to meet customer requirements
Collaboration
- Help to Manage Customer Experience Team Activities
- Customer: Onboarding, Training, Professional Services, Renewals, Cross-sell / Up-sell, Advocacy
- Establish credibility and customer confidence by implementing regular customer communication, in-person visits and performance reviews
- Understand client needs/objectives, develop strategies and recommendations with our Cendyn products to improve key performance metrics and drive revenue
- Provide regular performance and strategy reviews with each client
- Manage projects involving clients and various internal Cendyn departments
Innovation
- Conduct analyses of clients’ business challenges, needs, competitive landscape, and future plans to improve how our product can address these needs
- Provide input and feedback, from a business user’s perspective to the Cendyn Product group
- Identify opportunities for ongoing learning and improvements to ensure full satisfaction by each customer
Humanity
- Identify and maximize opportunities to build long term relationships that are mutually beneficial
Non-Essential Functions:
- Make high impact presentations to influence customer actions
- Use Salesforce, Zendesk, and other Digital Marketing products to communicate and track customer interactions
Requirements:
Required Education and Experience:
- Degree from an accredited college or university, or equivalent experience
- Basic knowledge of digital marketing and advertising channels, including: Display Advertising, Search Engine Marketing (SEM), Search Engine Optimization (SEO), Social Media and Mobile Marketing
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong communication and presentation skills
- 4+ years of experience in account management
- 4+ years of experience in Digital Marketing
- Additional experience in these areas is a plus.
- 2+ years of experience in Hotel Operations or equivalent experience
