Customer Success Sr Manager - Avendra

Job Description

As a leading procurement services provider in hospitality, Avendra is expanding our Account Management Team and we are hiring a Customer Success Sr Manager to directly manage 2-3 strategic clients as well as help support and grow our small to mid-size clients in harnessing the purchasing power of Avendra.   Reporting to our Vice President of Account Management & Customer Success, you will establish strong relationships with 2-3 assigned clients while retaining business and growing revenue.  Additionally, you will lead a team of 2-4 Customer Success Consultants tasked with growing revenue in geographic territories of assigned clients.  You will lead the group of Consultants that will make outbound phone calls, conduct virtual meetings with customers, collaborate with Marketing on outbound email campaigns and leverage numerous supply partner offerings to increase client participation and grow sales. The ideal candidate will recruit, hire, train and supervise the team that will provide solutions for a wide variety of procurement needs, prioritize multiple tasks and effectively manage key relationships, internally as well as with suppliers and clients. The selected candidate will have a tremendous opportunity to accelerate growth for the nation’s premier group purchasing organization (GPO).

This is an exceptional opportunity to own high-impact objectives at a rapidly transforming company.

Job Responsibilities

Meet and exceed metrics and sales targets to grow revenue with direct and team clients.
•    Lead Consultant team to build strong relationships, explore needs and uncover purchasing opportunities with customers and supplier partners in their assigned territories.
•    Retain and expand business with direct assigned clients.
•    Serve as ambassador with key industry associations.
•    Collaborate with Marketing and Sourcing to create campaigns that will drive increase business for Consultants.
•    Utilize Avendra’s CRM systems (Salesforce and Pivotal) as well as other data tools to manage the activities of each Consultant and to further business with directly assigned clients.
•    Perform other duties as assigned.

Reporting Relationships:
•    This position reports directly to the Vice President of Account Management &Customer Success and works closely with associates in Business Development, Implementation, Marketing and Sourcing.
•    This position leads a team with 2-4 Customer Success Consultants as direct reports.

Qualifications

• Minimum four (4) years of hospitality sales and/or sales management experience, demonstrating a record of progressively increasing client growth success and meeting or exceeding established sales and growth targets.
• Experience in building and maintaining strong professional relationships through excellent customer service and client relationship skills.
• Experience managing and growing business with small, medium and large size clients.
• Experience managing a team and each team member to achieve success is preferred.
• Experience, intermediate level proficiency and demonstrated ability to learn use of the following: Salesforce, Microsoft Office and Teams, HubSpot and Avendra’s proprietary CRM system Pivotal.
• Strong analytical skills including proficiency in analyzing data and spend reporting and converting findings into action
• General business acumen.
• Excellent organizational and time management skills with an ability to work effectively in a matrixed organization.
• Excellent oral and written communication and presentation skills, including well-honed listening skills.
• Preference given to candidates that possess hospitality, lodging and foodservice industry experience. Hotel operations experience and previous work experience with a hospitality GPO strongly preferred.

It is expected that the successful candidate will have the following personal attributes:

• An enthusiastic leader that excels at training others and inspiring them to success.
• Problem solver with a results-oriented mindset and attention to detail.
• Takes initiative and anticipates the needs of clients.
• Team player and continual learner with the ability to work with internal and external stakeholders in a matrixed selling environment to ensure a positive experience.
• A high energy, results-oriented self-starter who can make a difference; someone who takes initiative, makes things happen, accepts accountability and has a “can do” attitude.
• Models perseverance and the ability to drive sales opportunities to a successful conclusion for the team.

QUALIFICATIONS AND EDUCATION    

• The successful candidate must possess a 4-year college diploma in Business and/or Hospitality.
• This position can work from Avendra’s Rock