Account Services Executive

Job Purpose:

Reporting to the Account Services Manager, Account Services Executive will be responsible for Managing existing customers renewable business. Primary focus is on renewals & retention, with a secondary focus on growth. The Accounts Services Executive is crucial in maintaining strong relationships with clients and ensuring the continued success of the business.

The Global Account Services team manages renewal opportunities for our customers across Cendyn’s portfolio of products with the utmost level of data quality to ensure a high degree of organization and successful renewal outcomes.

This fast-paced role offers an opportunity for a results-driven candidate looking to grow in the hospitality technology industry, as they will be part of a team with a top-performing hotel technology product for hoteliers worldwide.

Job Responsibilities:

• Serve as the point of contact for renewal of our customers in the portfolio segment across all Cendyn products and services.
• Negotiate contract renewal and upsells.
• Successfully manage commercial activities such as renewals & upsell.
• Define measurable goals and objectives with clear outcomes, ensure cohesive communication across internal and customer audiences at all levels.
• Prepare and report on the performance of clients' CRS/GDS business regularly.
• Review customer health reports for troubleshooting CRS/GDS transaction growth.
• Escalate customer health issues to the customer success team for further review with the customer for resolution.
• Identify opportunities to provide best practices and industry insights to optimize revenue potential, based on performance metrics.
• Recognize any potential risk that the customer may face, work with internal teams to mitigate and record potential risks.
• Collaborate effectively to get things done, building, and nurturing strong relationships.
• Builds solid relationships with teammates, and specialists by fostering teamwork, partnership, and collaboration in a virtual environment.
• A strong team-player work ethic with the ability to engage with all levels of the organization.
• Maintain Product Cloud expertise and professional development through upskilling, training, and learning.

Requirements:

• Demonstrated expertise in the hotel or hospitality industry with 3+ years of experience
• Bachelor’s degree or equivalent combination of IT or computer science education.
• Use Salesforce, Zendesk, and other CRM/CRS products to communicate and track customer interactions.
• Use Salesforce as the system of record for all renewals activity, comply with SOP’s for keeping accounts, leads, opportunities, contacts, and activity up to date.
• A general knowledge of major Property Management Systems and integration with Cendyn products.
• Natural understanding of technology and how systems connect to one another.
• Excellent verbal, written communication, and presentation skills.
• Excellent listening, problem solving, analytical and negotiation skills.
• Ability to multi-task and work under targets/goals.
• Organized and high attention to detail.
• Enjoy working in a fast-paced technology firm and the ability to adapt to changes.
• Basic knowledge of Microsoft Office tools: Word, Excel, PowerPoint, Outlook.

Competencies:

• Strong time management skills.
• Communication – Excellent communication and presentation skills. Solid communication skills to effectively deal with various levels of management, staff, and/or outside contacts.
• Self-motivated, goal oriented, and able to work in a team environment.
• Planning and Organizational Skills – Excellent organizational, planning, and proven ability to manage multiple priorities.
• Strong analytical, problem solving, and troubleshooting skills – ability to define problems, collect data, establish facts, and draw conclusions.

Work Timings:

Monday through Friday from 12 PM to 9 PM IST to provide healthy overlap between India team and US team and supporting both to ensure adequate collaboration. This role will be working in Hybrid Mode and will require at least 2 days’ work from office at Hyderabad. Occasional evening and weekend work may be expected in case of job-related emergencies or client needs.

EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.