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Director of Key Accounts & Customer Success, EMEA Full Time

at SiteMinder in London (Published at 12-10-2017)

SiteMinder is leader of the hotel technology space, challenging the status quo to provide innovative cloud-based products that allow hotels to connect with their guests. As a workplace, we continue to challenge the norm by hiring talented employees who are eager to help us expand our presence and establish SiteMinder as the leading cloud platform for hotels.

Now with five core offices around the world and over 26,000 (and counting) hotels using our software, we’ve come a long way from our humble beginnings in Sydney, Australia. In 2010, we opened our first Euro office in London on a mission to take over the European hotel market. Six years later, we carried our success across the Irish Sea and opened our second European location in Galway, Ireland to further our EMEA expansion. SiteMinder may no longer be considered a tech startup, but we do strive to retain the same forward-thinking ambition and dynamic energy that made has made us the industry pioneer we are today.

The Role

The Director of Key Accounts and Customer Success will drive and manage the overall Key Accounts and Customer Success function for the EMEA region. The Director will be critical in driving best practice account management in the enterprise hotel market and customer empathy/success for our customers overall. As the Director of Key Accounts and Customer Success, you will:

Coach the Key Accounts team on how to identify customer risk variables of and use cases for product growth.

Manage key hotel groups as required to lead by example, demonstrating optimal approach and behavior with external customers and internal stakeholders.

Help the Customer Success team understand problem statements from hotel properties and how early warning programs link with customer needs

Drive a customer first focus from our VIP Support, Customer Onboarding, Sales and Key Accounts teams.

Upskill the Key Accounts Team in executive/C-level engagement and strategy relationship management.

Deliver and participate in key account management and quarterly business reviews. What you bring:

Intricate knowledge of the hospitality technology industry and an understanding of the various roles and functions in our industry.

Experience leading diverse teams towards revenue targets.

A focus on helping customers being successful and an understanding of the drivers and needs for hotels.

Exposure to varying functions at hotels, including revenue management, general management, online distribution, etc.

Ability to work simultaneously with direct reports and global functions.

Fluency in one or more of our supported European languages (Spanish, Italian, French, German and/or Portuguese) is a big plus. What SiteMinder brings (our perks!):

Supportive management who love coaching and growing talented people

Great Hammersmith location on the River Thames

Contemporary, collaborative office space with the latest technology

Various travel and industry-related discounts

Weekly office happy hours and regular employee events

Unlimited coffee and tea and company-paid "breakfast bar"

Global exposure. With over 500 employees in our international offices (Sydney, London, Bangkok and Galway) and 26,000+ hotels using our software in more than 100 different countries, you are guaranteed to interact with colleagues and customers across the globe.

Sound like you fit in?

Then we’d love to hear from you! Please submit your CV through the job board or email Samantha Longinotti, People and Culture Consultant at samantha.longinotti @siteminder.com for direct enquiries.

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