Full Job Description
Senior Account Manager
Role Purpose:
The Senior Account Manager owns the commercial relationship for an assigned portfolio of hotel customers. This is a revenue-generating role focused on retention, expansion, and long-term account growth. You are a skilled relationship architect and commercial driver who deeply understands your customers' business, anticipates their needs, and positions Aven Hospitality as an indispensable partner.
You will operate within a well-defined organizational model. Customer Success Managers handle product adoption, enablement, and account health monitoring. Sales Support assists with QBR preparation, proposal development, and administrative support. Sales Consultants support complex technical demonstrations and solution scoping. Your focus is the commercial relationship: account planning, upsell and cross-sell execution, renewal management, and opportunity pursuit for your existing portfolio.
The right candidate brings a proven track record in strategic account management, the commercial instincts to identify and act on growth opportunities, and the executive presence to build meaningful relationships at every level of a hotel organization. This is a high-accountability role with real visibility and real upside.
Key Responsibilities:
Commercial Relationship Ownership
• Hold the commercial relationship for an assigned portfolio of existing hotel accounts, recognized by customers as their primary point of contact for strategic and revenue-related conversations
• Sustain trusted relationships with key decision makers and executive stakeholders across your accounts, with Aven Hospitality established as their long-term technology partner
• Deliver a strategic account plan for each customer that holds growth priorities, renewal strategy, and relationship depth to a clear 12-month horizon
• Anticipate renewal and upsell opportunities well ahead of contract timelines by staying ahead of customer product lifecycle dynamics
Revenue Retention and Growth
• Protect recurring revenue across your portfolio, owning renewal outcomes by identifying risk early and closing renewals with commercial discipline
• Grow Aven's share of wallet by converting upsell and cross-sell opportunities into realized revenue
• Carry the full opportunity pursuit process for existing accounts from identification through close, owning deal strategy, stakeholder alignment, pricing, and contract execution
• Bring in Sales Consultants at the right moment so complex demonstrations and technical solutioning strengthen the pursuit
• Keep pipeline and revenue forecasts in Salesforce accurate and current, with opportunity status, documented contacts, and clear next steps leadership can rely on
Customer Partnership and QBR Leadership
• Advance the commercial relationship through customer meetings, business reviews, and executive presentations that make Aven's value clear
• Enter every QBR and planning cycle aligned with the assigned Customer Success Manager on account health, customer feedback, and strategic priorities
• Represent your customers internally as a credible, senior voice, advancing their priorities while protecting Aven's commercial interests
Cross-Functional Collaboration
• Ensure your customers receive a consistent, high-quality experience across all touchpoints by working through Customer Success, Customer Care, and Delivery teams
• Strengthen product and commercial strategy by consistently bringing field intelligence back into the organization: market dynamics, competitive activity, and customer feedback
What Success Looks Like:
• A portfolio that renews at or above target, with early visibility into risk
• Consistent upsell performance driven by genuine proactive understanding of customer needs
• Customer relationships where Aven is seen as a strategic partner, not just a vendor, evidenced by executive access, CSAT, and long-term retention
• A clean, accurate pipeline in Salesforce that reflects the true state of your book of business
• Strong working relationships with CSM, Sales Support, and Sales Consulting counterparts that accelerate results and reduce friction for customers
Requirements for Success:
• Minimum 3 years of strategic account management experience in the hospitality industry or hospitality technology space
• Proven track record of meeting or exceeding revenue retention and growth targets across a portfolio of accounts
• Strong commercial judgment in renewal strategy, upsell positioning, pricing, and contract negotiation
• Ability to interpret customer performance data, usage analytics, and commercial metrics to build a compelling account narrative and drive informed decision making
• 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
• Excellent presentation, oral, and written communication skills with the ability to deliver complex commercial conversations in a clear and confident manner
• 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
Nice to Have' Skills:
• Experience working in a matrixed commercial organization alongside Customer Success, Sales Engineering, and Sales Support functions
• Background in revenue management, distribution strategy, or hotel technology operations prior to moving into account management
• Familiarity with SynXis, SynXis Central Operations, or related Aven Hospitality products
• Advanced Microsoft Office proficiency (Excel, PowerPoint, Word) for commercial modeling and customer-facing materials
