Description:

Job Title: Director, Account Management (Hospitality Client Success)

Job Location: Gurugram / Hyderabad

About Company:

We are a global leader in hospitality technology, delivering innovative cloud solutions that empower hotels and hospitality brands to transform guest experiences and achieve commercial success.

With over two decades of expertise, we serve thousands of customers globally, driving billions in annual revenue and standing at the forefront of hospitality tech innovation.

Position Summary:

- As a Director of Account Management, you'll play a pivotal leadership role overseeing strategic client relationships and driving success for leading hospitality brands.

- Reporting to the Senior Director, you'll either manage a regional client portfolio or lead a global functional area, ensuring that our hospitality clients receive outstanding service and measurable value.

Essential Duties and Responsibilities:

Leadership & Team Management:

- Lead a team of Account Management Directors, Senior Managers, and/or cross-functional contributors, depending on your designated region or function.

- Establish clear goals, provide mentorship, and support career development across your team.

- Foster a high-performing, client-centric culture rooted in accountability, collaboration, and continuous learning.

Strategic Ownership:

- If Regional: Own the client success strategy and execution for your designated region, ensuring delivery of outcomes across the full client lifecycle - onboarding, adoption, value realization, renewals, and expansion.

- If Functional: Lead a global or cross-regional end-to-end client success strategy, ensuring alignment with organizational goals and global Account Management initiatives.

Project & Program Management:

- Oversee strategic initiatives and cross-functional programs to improve client outcomes and operational efficiency.

- Manage project scopes, timelines, resources, communication plans, and KPIs.

- Lead change management across internal teams and client-facing processes.

Client Engagement & Advocacy:

- Serve as an executive point of escalation or advisor for Enterprise and Strategic clients.

- Ensure consistent, proactive engagement strategies are implemented by teams to drive adoption, satisfaction, and loyalty.

- Use client feedback, insights, and metrics to inform business decisions and advocate for client needs with internal stakeholders.

Operational Excellence & Insights:

- Define and report on success metrics including retention, expansion, product adoption, and portfolio health.

- Standardize best practices, playbooks, and operational frameworks within your region or functional scope.

- Monitor account health, risk trends, and success indicators to proactively mitigate churn and identify growth opportunities.

Cross-Functional Collaboration:

- Collaborate with Sales, Product, Support, Marketing, and Services to align on shared goals and deliver a seamless client experience.

- Represent the voice of the client in roadmap planning, service enhancements, and internal planning processes.

- Partner with other Account Management leaders to ensure consistency and alignment across functions and regions.

Minimum Qualifications (Knowledge, Skills, and Abilities):

Experience:

- 10+ years in Client Success, Account Management, or a related function within SaaS, enterprise software, or hospitality tech.

- 5+ years in a senior leadership role, with proven experience leading other leaders and managing large portfolios or functions.

- Demonstrated success owning Enterprise and Strategic client relationships and outcomes.

- Experience overseeing regional operations or cross-functional programs that scale across teams.

- Strong background in project/program management and operational excellence, background in hospitality industry is a plus.

Skills:

- Executive presence and strategic thinking with strong leadership and coaching abilities.

- Excellent communication and relationship-building skills with internal and external stakeholders.

- Strong project and program management skills with experience leading complex, high-impact initiatives.

- Data-driven and analytical, with the ability to derive insights and drive action.

- Adept at managing change, influencing cross-functional teams, and scaling operations.

Technical Knowledge:

- Proficiency in CRM and client success platforms (e.g., Salesforce, Planhat, Zendesk, JIRA).

- Skilled in Microsoft Suite (Outlook, Teams, Excel, PowerPoint).

- Familiarity with BI tools and client health analytics is a plus.

Education:

- Bachelors degree in business, marketing, hospitality, or related field; MBA or equivalent experience preferred.

- Project Management certification (e.g., PMP, CSM) is a plus.

Other:

- Willingness and ability to travel as required for client and internal engagements