Key Account Sales Director

Job Purpose

Reporting to VP, Key Account Sales, the Key Account Sales Director is responsible for the strategic planning and overall commercial success of Cendyn relationships with our largest, key account customers. The accounts in this portfolio make up the highest percentage of Cendyn revenue and the Key Account Sales Director must build and maintain strong relationships with the customers, be the lead point of contact for all customer commercial matters, anticipate the customer’s needs, work within Cendyn to ensure deadlines for the customer are met and help the customer succeed.

The Key Account Sales Director will also bring in new business from their existing customer portfolio and may help develop new relationships with potential customers.

The primary focus of the role will be to develop and maintain strong relationships with the customer’s senior decision makers and executives to successfully expand utilization of Cendyn’s products and services. The role requires strategic planning, consultative up‑selling and the ability to identify cross‑sell opportunities.

In addition, this position is accountable for partnering with the appropriate internal resources to ensure Cendyn’s new products and product enhancements are communicated, and ongoing training needs are met.

• Develop a complete, holistic understanding of key account customers that results in solid, trusting relationships and trusted advisor status
• Create, maintain and execute on account development plans, to mitigate churn risk and to maximize all incremental revenue opportunities
• Identify and execute on upsell, cross‑sell and add‑on opportunities to maximize revenue
• Participate in monthly business meetings, QBRs and annual business reviews as appropriate.
• Ensure communication between customer and internal teams is appropriate, consistent and productive

Accountability

• Serves as the overall owner of the customer commercial relationship, ensuring that all deliverables are met, churn risks mitigated, and revenue opportunities maximized
• Creates and executes on account development plans for key accounts
• Achieves trusted advisor status with the customer, serves as the customer advocate internally and leverages all resources to ensure positive overall customer health.

Excellence

• Builds and maintains ongoing business partner relationships and develops methods of customer engagement that allow for continuous improvement in customer satisfaction, retention and ARR growth
• Understands customer’s short‑ and long‑term objectives and builds a strategic plan to help them achieve the objectives
• Dedicates time understanding the hospitality industry landscape, new entrants and competition to allow for consultative conversations with key account customers

Collaboration

• Establishes credibility and customer confidence by implementing regular customer communication, in‑person visits and performance reviews
• Understands client needs/objectives, develop strategies and recommends our Cendyn products to improve key performance metrics and drive revenue
• Participates in monthly business reviews, QBRs and an otherwise consistent cadence of communication
• Keep highly engaged in all internal projects involving customer and various internal Cendyn departments

Innovation

• Identifies opportunities for ongoing learning to ensure optimal penetration and utilization by each customer
• Conducts analyses of clients’ business challenges, needs, competitive landscape, and future plans to improve how our products can address these needs
• Provides input and feedback, from a business user’s perspective to the Cendyn Product group, on solution features and functionality

Humanity

• Identifies and maximize opportunities to build long term relationships that are mutually beneficial
• Demonstrates the willingness to push your team to continually provide exceptional service and strategy.

• Maintain a working knowledge of each Property Management System and how it integrates with Cendyn products
• Make high impact presentations to influence client actions
• Use Salesforce and other CRM products to communicate and track customer interactions