Vice President - Sales - B2B - Hospitality Cloud

Key Responsibilities

Leadership & Team Management:

- Lead, mentor, and develop a high-performing global team of 250+ client services professionals, including account managers, customer success managers, and technical support specialists.

- Foster a collaborative and inclusive team environment that emphasizes teamwork, communication, and continuous improvement.

- Define clear performance expectations, conduct regular performance reviews, and provide ongoing feedback and coaching.

- Attract, hire, and retain top talent within the client services organization.

Client Relationship Management:

- Build and maintain strong, long-term relationships with key client stakeholders at all levels, including C-suite executives, hotel owners/operators, and key decision-makers.

- Proactively identify client needs and anticipate potential challenges.

- Develop and execute strategic client engagement plans to maximize customer value and retention.

- Effectively manage client escalations and ensure timely resolution of client issues.

Operational Excellence:

- Define and implement best-in-class client service processes and methodologies across all client touchpoints.

- Drive continuous improvement initiatives to enhance client satisfaction, operational efficiency, and overall service delivery.

- Leverage data and analytics to monitor key performance indicators (KPIs), identify areas for improvement, and track the overall health of the client portfolio.

- Implement and maintain robust client service systems and tools.

Industry Expertise:

- Demonstrate a deep understanding of the hospitality industry, including hotel and venue operations, business models, revenue management strategies, RFP processes, and the competitive landscape.

- Possess strong knowledge of the technologies and processes used by hotels and venues, such as property management systems (PMS), customer relationship management (CRM) systems, and revenue management systems (RMS).

- Leverage industry knowledge and best practices to advise clients on optimizing their use of our technology solutions.

Strategy & Innovation:

- Develop and execute the long-term client services strategy, aligned with the overall business objectives.

- Identify and explore new opportunities to enhance the client experience and drive customer loyalty.

- Stay abreast of industry trends and emerging technologies to ensure our client services remain competitive and innovative.

Qualifications & Experience

- Bachelor's degree in Hospitality Management, Business Administration, Computer Science, or a related field

- 15+ years of progressive experience in the hospitality industry, either on the business development or technology side, account management, or a related field within the hospitality technology industry.

- Proven experience leading and managing high-performing teams