About Onyx CenterSource
Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborate to solve our clients’ business challenges, enabling our clients to enjoy stronger business relationships with each other by streamlining commission payments, removing friction from the process. This means hotels pay agencies the money they’re owed faster, and agencies receive much-needed supplier revenue more quickly and easily, increasing their desire to direct more bookings to hotels that use Onyx. All of this frees our clients up to focus on strategic, revenue-generating activities.
As a worldwide team with 20+ nationalities represented, we value our differences and use them to best serve our global clients. Every Onyx employee has the opportunity to grow through continual development opportunities, and we’re committed to making a positive impact in our communities and the world.
Onyx offers a variety of benefits to support a competitive total compensation package. You will work in an international and fast paced growing environment full of learning opportunities.
We are committed to an inclusive and equitable hiring process. Candidates are evaluated based on skills, experience, and potential, without regard to protected characteristics, and in alignment with our hiring procedures and business needs.
Job Description
Overview
The Director of Client Management provides leadership and support to client management team members in a regional team while also maintaining a right-sized account portfolio to allow for people leadership as well as direct client engagement. The Director of Client Management stays engaged directly with client management initiatives at a client level and is instrumental in supporting and driving revenue growth opportunities within the client base for the team members, while also providing ‘span of control’ support for the regional team.
Education
Minimum required: Bachelors degree or equivalent experience.
Preferred: Bachelors
Span of Control:
Reports to: COO
Oversight: Client Delivery Managers and Client Managers in respective region
Roles/ Responsibilities
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Provide support and guidance to the team members in the respective region, supporting the sales and client management leadership to optimize span of control, provide ongoing coaching and development and ensure growth objectives and client deliverables are realized.
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In partnership with client management leadership, this role will be instrumental in helping team members identify and realize revenue and growth objectives, actualization and retention of client base.
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Support the team while simultaneously managing a smaller sized portfolio of clients.
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Proactively identify areas of opportunity – process, growth, function, etc.
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Cultivate and support a growth mindset environment, leading and helping develop the client manager competencies in place.
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Collaborate within team and function to drive continuous improvement and realize improved client satisfaction/NPS ratings.
Qualifications
Minimum required:
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3-7+ years of experience in account management/customer success/client services
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3-5+ years of experience in leadership roles
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Experience in the hospitality and travel industry
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Experience supervising, coaching and developing staff.
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Experience in Salesforce
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Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction.
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Ability to understand product/platform features/processes
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Fluent in English
Preferred:
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Excellent computer skills in a Microsoft Windows environment
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Organizational management skills
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Knowledge of business productivity software and an aptitude for learning new applications
Competencies:
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Growth / commercial mindset
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Skilled at data analysis, storytelling from data
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Leadership skills
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Excellent verbal and written communication.
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Results-Oriented
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Strong Relationship Building
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Problem Solving/Analysis
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Customer/Client Focus
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Decision Making
Organizational Interlocks
Works directly within CM team, while also working across CS as a function. Works with other functions within Onyx to support CM deliverables, drive revenue and actualization, and support client retention initiatives within the team and organizationally.
Physical Demands/ Travel Requirement
Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.
Travel for this position is less than 10%.
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