Senior Account Manager - Strategic AccountsCareer Position (Level): Senior
Department: Commercial
Role Purpose: The Senior Account Manager, Strategic Accounts owns the commercial relationship for a small portfolio of Aven Hospitality's most important customers in North America. These are complex, high-value accounts with significant ARR and sophisticated stakeholder landscapes. This role exists to protect and grow that revenue with the precision, presence, and commercial judgment that accounts at this level demand.
This portfolio is strategically balanced so that every account receives the depth of attention it deserves. You will build and maintain relationships at the most senior levels of your customer organizations, including distribution, revenue, and commercial leadership, while staying engaged at the day-to-day level where trust is earned and issues surface first. The ability to move fluidly between an executive strategy conversation and a working-level operational discussion is key to success. You are Aven Hospitality's most visible commercial presence with some of its most consequential customers. The right candidate brings deep strategic account management experience, an instinct for revenue expansion, exceptional communication and presentation skills, and the kind of executive presence that keeps relationships secure and renewing with multi-year stability.
Key Responsibilities:Strategic Relationship Management• Own and continuously deepen the commercial relationship across each account in your portfolio,
maintaining active engagement at both the executive and operational level
• Build trusted partnerships with the most senior distribution, revenue, and commercial leaders within your
accounts, positioning Aven as a strategic partner in their long-term technology and revenue strategy
• Develop a thorough understanding of each customer's business model, competitive environment,
ownership structure, and strategic priorities, and use that knowledge to drive more relevant and impactful
commercial conversations
• Maintain a consistent presence within your accounts, including regular on-site engagement, that
reinforces Aven's commitment to the relationship and keeps you ahead of emerging risks and
opportunities
Commercial Ownership and Revenue Growth• Own the full commercial lifecycle for your portfolio: account planning, renewal strategy, upsell and cross sell execution, pricing, negotiation, and contract management
• Develop and execute a strategic account plan for each customer that defines revenue growth targets, expansion opportunities, relationship milestones, and renewal timelines across a multi-year horizon
• Identify and pursue opportunities to grow Aven's share of wallet within each account through new product attachment, expanded distribution scope, and deeper platform utilization
• Lead commercial negotiations with confidence and discipline, balancing customer advocacy with Aven's margin and pricing standards
• Maintain accurate pipeline and revenue forecasts in Salesforce, with current opportunity status and clear next steps documented for every active pursuit
Executive Presentation and Customer Engagement• Plan and lead high-stakes customer engagements including executive business reviews, strategic planning sessions, and senior stakeholder presentations that advance the commercial relationship and demonstrate Aven's value with clarity and authority
• Develop and deliver compelling, executive-ready presentations that connect Aven's capabilities to the specific revenue and distribution priorities of each customer
• Represent Aven Hospitality externally at customer forums and partner events with the presence and credibility that strategic accounts expect from their most important vendor relationships
• Translate complex technology and commercial concepts into clear, persuasive narratives tailored to the audience in the room, whether that is a CCO, CIO, a revenue director, or a property general manager
Cross-Functional Partnership• Partner with the Customer Success Manager aligned to your accounts to ensure a coordinated, high quality customer experience and to stay informed on account health, product adoption, and service-level performance
• Engage Sales Consultants and Sales Support at the appropriate stage of a pursuit to bring the right technical depth and commercial materials into customer conversations
• Serve as the internal voice for your accounts, advocating for their priorities with product, delivery, and leadership teams while maintaining a clear view of Aven's commercial interests
• Bring market intelligence, competitive signals, and customer feedback into the organization consistently to inform go-to-market strategy and product direction
What Success Looks Like:• A portfolio that retains at or above target with no late-stage renewal surprises, because risks are identified early and managed with a clear commercial strategy
• Consistent revenue growth within the portfolio driven by disciplined account planning, proactive expansion activity, and commercial conversations that happen at the right level
• Customer relationships where Aven is viewed as a true strategic partner, evidenced by executive access, long-term contract commitment, and active advocacy within the customer's organization
• Executive presentations and business reviews that set the standard for how Aven shows up with its most important customers: prepared, insight-driven, and commercially sharp
• A reputation internally and externally for operating with integrity, precision, and the kind of presence that instills confidence at every level of a customer organization
Requirements for Success:• Minimum 5 years of strategic account management experience in the hospitality technology industry, with
a demonstrated track record of managing complex, high-value customer relationships
• Proven track record of meeting or exceeding revenue retention and growth targets within a portfolio of sophisticated enterprise or strategic accounts
• Strong commercial judgment in renewal strategy, upsell positioning, pricing, and contract negotiation
• Exceptional presentation and communication skills, with the ability to develop and deliver executive-level narratives that are compelling, concise, and commercially grounded
• Fluency with CRS, PMS, distribution technology, or related hospitality systems and the ability to engage credibly with revenue management and technology leaders
• Proficiency with Salesforce for pipeline management, opportunity tracking, and account documentation
• Ability to build and maintain executive-level relationships across hotel ownership groups, brands, and management companies
• Strong organizational discipline to manage multiple accounts, active opportunities, and competing priorities without dropping threads
• Willingness to travel up to 25% of the time for customer meetings, industry events, and team functions
• Bachelor's degree or equivalent; relevant industry experience accepted in lieu of formal education
Outstanding Benefits- Very competitive compensation
- Generous Paid Time Off (25 PTO days)
- 8 Hours of Volunteer Time Off (VTO)
- We offer a comprehensive medical, dental and Wellness Program
- 12 weeks paid parental leave
- An infrastructure that allows flexible working arrangements
- Formal and informal reward, recognition and acknowledgement programs
- Lots of fun and engaging employee development events
