RezNext - VP - Account Management - Hotel/Travel Industry

About RezNext

RezNext, a real time B2B distribution company that bridges the gap between a hotel's reservation system and online booking channels. RezNext is a response to a long felt requirement by the hospitality industry for a comprehensive solution that allows them to leverage online channels - OTAs, GDS, central reservation system, hotel's web booking engine, mobile platform and other non-traditional channels - in a cost effective manner. RezNext works through a user-friendly control panel which currently allows users to dynamically manage distribution of hotel rooms. The solution also envisages distribution of MICE offerings, restaurant table space and other services in future phases.

Job Title: VP - Accounts Management

Date: October 2014

Job Description:

This role is responsible for leading the Account Management team with strategic planning and direction, detailed tactical planning and execution, performance management, talent acquisition and training, customer relationship development, process optimization and overall account management leadership. In addition, organic account revenue growth will be a primary focus for this position.

Growing and enhancing the customer experience and results, and growing account value relationships through personalized communication and value-based services will be required. Plans designed to meet program budgets and account strategic objectives and deliver a unique personalized consumer experience.
Collaborates with other key departments to ensure programs and implementations are meeting short and long term company and customer objectives.

The VP of AM can manage a staff of up to 20+ including Managers, Team Leads, Account Managers, Specialists and interns, who own all day to day work and longer term plans and execution for our customers. Success is measured by meeting performance metrics per company and customer, customer adoption of our vision and platform features and services, and customer satisfaction as well as team growth and development.

Key job functions include:

- Lead customer service standards and strategy in Account Management - The Account Management department is the hub for delivering customer marketing & messaging programs to meet revenue objectives. The VP of AM works in collaboration to set the department?s strategic direction, tactical plans, standards, methods, and procedures that support the customer work and service optimally. Resulting in meeting budgets, ROI, customer satisfaction, and adoption of Reznext?s products and services is vitally important.

- Develop and manage talent - The VP AM identifies the skills and performance criteria necessary for success across a variety of roles and manages staff to meet and exceed these standards. Provides career-building opportunities for staff.

- Great customer work - Proactive in evaluating the performance of the customer programs from an AM perspective. Uses personalization and marketing strategy & techniques to drive program improvement, evolve our offerings and organically grow revenue.

- Strategic Initiative Adoption - The VP of AM plays a key role in helping to shape our focus on key initiatives and how significant new initiatives are rolled out and serviced with our customers and internal teams to full adoption.

- Operational Ease - Partners with other functional team leaders to optimize the launch and other revenue driving processes increasing speed to market and ease of using our platform for the teams and our customers. Particularly highlights revenue, return, relationship, and satisfaction issues related to customer programs and opportunities.

- Ability to clearly and effectively identify, develop, document and execute plans and status updates.
Other functions include:

- Participate in customer onboarding activities including on-time receipt and building of rooms and rates and other required data

- Work with existing customers to sell additional products, services and distribution channels that generate revenue growth

- Work with customers to acquire and develop competitive rates, discounts and promotions that drive bookings and revenue

- Develop / enhance / implement customer / group onboarding logistical systems including detailed implementation plans, policies, processes and procedures, escalations and reporting and tracking to insure timely delivery of multiple / many simultaneous customer implementations.

- Establish onboarding duration and quality goals and objectives and measure actual customer onboarding results to goals.

- Liaison between customer and operations making sure that customer issues are identified and resolved properly and expeditiously.

- Continuous improvement and automation of customer onboarding steps and activities positively impacting duration, quality, resources and results.

- Integrate and collaborate with operations and sales teams to provide excellent and responsive service to RezNext?s customers, including implementation and maintenance of a CSAT program for Sales through activation.

- Establish, maintain and grow a team of Account Managers that deliver exceptional customer service in a proactive, timely and quality manner.

- Contribute strategically to the growth and direction of Reznext?s products and services.

- Accountable for company revenues by achieving customer retention goals and organic revenue growth objectives.

- Develop and lead an effective team to manage these services and relationships.

- Other functions and duties as may be required.

Job Location: Bangalore

Company Industry: IT (Hospitality business)

Employment Status: Full Time

Employment Type: Employee

Managerial role Yes

Career Level: Management

Years of Experience: 10-15 years

Education Bachelor's/Master's Degree

Skills sought:

- 10+ years of experience in the hotel industry with emphasis on customer advocacy, account management and sales including specialized knowledge of room rates and inventory across PMS, CRS, GDS, ADS and other distribution channels.

- Strong proven ability to build, develop and implement scalable teams, lean processes and procedures and team accountability

- Must possess strong time management and organizing skills, including the ability to document project management tactical plans and execute delivery.

- Must be able to identify and manage strategic alliances and channel partners to maximize the mutual value of the relationship.

- Strong management and motivational skills required to lead, train and build a team.

- Excellent presentation skills, written communications and negotiation skills required.

- Strong problem solving skills at both a strategic and functional level.

- Capable of interfacing well at all levels within a large organization and customer base

- High energy, with a strong -can do- / -will do- attitude

- Thrives in a dynamic, fast paced environment with many simultaneous projects and priorities

- Strong MS- Office and other tools skills including Word, Excel and PowerPoint

- CRM knowledge and experience a plus.

Please send all the CV with cover letter which explains your role, experience and interest why you want to take up this opportunity and what value add that you can get to RezNext