Associate Manager, Member Success Operations

The Associate Manager of Member Success Operations is a key member of the Member Success Team. This role is essential to ensure seamless hotel contract administration and to provide internal support for onboarding new member hotels as well as internal administration support for new and existing member hotels. The Associate Manager will be responsible for managing all contract-related documentation and maintaining accurate records in Salesforce. A successful candidate will be organized, detail-oriented, and capable of working across various departments to ensure contractual compliance and clear communication.

Essential Functional Responsibilities
Please note that reasonable accommodations may be made to enable individuals with disabilities to perform the following essential responsibilities:

• Support for Contract Initiation: Provide support to Head of Global Renewals in the initiation of the renewal contract process.
• Contract Management: Prepare, and revise hotel membership agreements, addenda, and other contract-related documents in accordance with the information provided, including managing the renewal contract preparation and signing process through the Conga platform. Handle names change letters, room count updates, assignment and assumption agreements and other necessary correspondence. Manage non-renewal and termination processes, including notification letters and documentation.
• Billing and Financial Terms: Define and update billing terms for new and renewal membership contracts and addenda in collaboration with finance teams. Ensure that billing details are accurately maintained in member profiles. Establish billing terms and assign Leading Hotels of the World (LW) codes and segmentation for new member hotels.
• Other Document Preparation & Maintenance: Oversee the creation and filing of Qualtrics addenda for new and renewing hotels and and documentation for new consortium members.
• Onboarding & Admission Notice Management: Review and complete admission notices with accurate segment assignment, contract dates, and terms.
• Training & Clause Library Management: Conduct Conga training sessions for new users and maintain an updated clause library for efficient contract management.

Requirements, Experience & Qualifications
The ideal candidate brings the following to LHW:

• 5 years of experience in Customer Success and/or legal environment.

Skills and Abilities

• Strong background working with the tools and philosophies that serve as the foundation for a best-in-class Customer Success team:
• Salesforce strategy, field development and implementation, report design and development.
• Tableau reporting
• Renewal management
• Executive level presentation design, creation, and delivery
• Exceptional written and verbal communication skills.
• Proficient in Salesforce and mastery of the Microsoft suite of toolsets, specifically SharePoint, Excel and PowerPoint.
• Ability to work with Conga and/or similar product.
• Strong people skills with the ability to problem solve, find alternative solutions, and think creatively.
• High degree of ownership and accountability.
• Ability to project manage multiple workstreams concurrently to conclusion.
• Lead through influence and build trust.
• A solution focused collaborator with a global focus.

Compensation

Expected Salary: $95,000*

Target Incentive bonus: 10%

*Actual compensation within that range will be dependent upon the individual's skills, experience, and location.

 

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• 22 days of Paid Time Off (PTO), 11 paid holidays, including birthdays as a floating holiday
• Medical coverage available within the first month
• Health Savings Account (HSA) with Company contribution
• 401(k) company match up to 4% of salary
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel
• Unlimited access to financial advisors

 

About The Leading Hotels Of The World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who