At Kalibri Labs, we are helping to redefine and rebuild the hotel industry. We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. We are working on cutting-edge solutions for the industry: we are using our big data coupled with machine learning and AI to help increase asset values. Kalibri Labs is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!
Kalibri Labs, a SAAS start-up in the hospitality industry, is searching for an Enterprise Account Director who will oversee the commercial relationships with our largest customers such as Hilton, Marriott, Choice, Aimbridge, etc. The ideal candidate will have a strong background in account management, excellent leadership skills, and a passion for helping clients succeed. They will work closely with other colleagues and leaders within the commercial organization, Executive Team, Marketing, and Client Support daily to retain and grow existing business and to ensure the delivery of value to the client to drive their business outcomes.
Primary Responsibilities:
- Client Relationship Management: Strategically build and maintain strong, long-lasting relationships with key clients, serving as an escalation point to direct or resolve escalated issues
- Customer Engagement: Strategically plan, manage, and execute virtual and in-person formal and informal customer engagement activities, such as “coffee and catch-up” sessions, Business Reviews, and attendance at customer or industry events
- Reporting and Analysis: Provide and present regular (custom) reports and analyses on account performance, client satisfaction, and other key metrics to both customers and internal leadership
- Upselling and Cross-Selling: Identify and drive opportunities to upsell and cross-sell additional features and services to existing clients, collaborating with the enterprise sales team
- Collaboration: Work closely with sales, product, and support teams to ensure a seamless client experience
- Onboarding and Training: Oversee the onboarding process for new clients, ensuring they are fully trained and comfortable using our platform and data access points within SLA timeframes
- Customer Success: Monitor client usage and satisfaction, proactively addressing any issues and providing solutions to enhance their experience. Achieve set NPS targets
- Feedback and Improvement: Gather client feedback and work with internal teams to drive product improvements and enhancements.
Qualifications:
- Bachelor’s degree in Hospitality management, or related field and/or 5+ years proven experience in senior/strategic account management roles within hospitality, Saas, and/or Data as a Service organization
- Extensive experience and understanding of revenue management and the hospitality industry, including its unique processes and challenges
- Excellent communication and interpersonal skills. Ability to build and operate strong, lasting relationships at multiple levels: interact with revenue managers through to General Managers and E/C Suite executives. Great interpersonal and communication skills and high overall emotional intelligence
- Proven track record of developing, executing, and managing account plans
- Ability to quickly understand and successfully promote business solutions, identifying business needs and selling value
- A strong sales track record of consistently meeting and/or exceeding retention or NPS quotas
- Ability to manage and direct multiple accounts and prioritize tasks effectively
- Creative thinker and problem solver who can present unique solutions or recommendations, with strong analytical and problem-solving skills
- Industry experience and knowledge of sales and customer service practices in a SaaS company
- Technical aptitude and the ability to learn software programs
- Revenue management and industry data aptitude
- High level of proficiency in Salesforce.com and the MS Suite (Excel, PowerPoint, and Word)
- Acts with urgency and is fanatically focused on delivering delightful customer experiences
- Strong networking skills, with the ability to build relationships within the industry through events and trade shows
- 10-15% Travel (domestically, flexible scheduling)
To protect the interests of all parties, Kalibri Labs, LLC (“Kalibri”) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Kalibri, including unsolicited resumes sent to a Kalibri mailing address, fax machine or email address, directly to Kalibri employees, or to Kalibri's resume database will be considered Kalibri property. Kalibri Labs will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Kalibri Labs will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.
Kalibri Labs is committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. Kalibri Labs' equal employment opportunity policy prohibits discrimination and harassment against any employee or applicant based on race, ethnicity, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, disability, pregnancy, genetic information, marital status, family status, citizenship status, veteran status, military status, or any other status protected by law.
