Director of Strategic Account Management & Customer Success

| Greater LA Area

INTELITY® is the global provider of the broadest enterprise guest experience and management platform for hotels, casinos, cruise lines, and luxury residences.  We are on a mission to provide our customers with the most direct and advanced connection to their guests, while also supporting back-of-house operations and business intelligence. Our award-winning company has been recognized as an industry leader by Built in LA, Forbes Travel Guide, Hotel Tech Report, and Travel Weekly, and has received accolades about our platform and leadership. We are growing rapidly and have offices in both North America and Europe.

We are searching for a Director of Strategic Account Management and Customer Success to bring a more strategic focus to our customer relationships leveraging the data generated from guests and staff on the platform.

Key Responsibilities

  • Own the customer relationship from launch through contract renewal.
  • Establish hospitality best practices and translate those best practices to actionable recommendations for our customers, leveraging the power of our guest data and visibility into how multiple properties are managed.
  • Work with our customers to identify new revenue, cost savings and guest satisfaction opportunities for our customers.
  • Establish customer performance metrics from ticket management to competitive performance to actionable strategic insights.
  • Develop and manage relationships with our key Enterprise and Brand accounts.
  • Develop, build and lead a team of Strategic Account Management Directors and Customer Success Managers.
  • Work in tandem with our Data Analytics team to develop custom reports that provide real value to our hotel partners.
  • Drive organization change to re-orient the Strategic Account Management and Customer Success team around our customer’s voice.
  • Provide customer feedback to the Product team on how our customers are using the platform and recommend feature enhancements and augmentations as needed
  • Develop positive relationships across our portfolio of customers to ensure the company earns contract renewals and to identify and implement new revenue and upsell opportunities for INTELITY
  • Own the customer P&L after launch
  • Establish and track internal key performance metrics for the Strategic Account Management and Customer Success teams

Skills

  • Ability to analyze, interpret and translate data from multiple sources and be able to turn that data into executive level presentations for customer senior management
  • Excellent verbal and written communication skills with the ability to clearly present ideas, updates, recommendation, and results
  • Outstanding team player with a customer relationship and a strategic partner mindset to interact effectively with technical and non-technical customers
  • Demonstrated ability and self-motivation to excel within an environment of rapid change, growth and a drive for continuous improvement
  • Excellent analytical and problem-solving skills
  • Superior problem solving and critical reasoning skills; ability to quickly grasp a range of complex business issues to develop recommendations and solutions to address these issues
  • Ability to work collaboratively in a team environment

Job Requirements

  • Seven+ years’ experience in management consulting, strategic advisory or other leadership roles in a customer-facing organization
  • Experience building and managing a diverse team
  • Excellent communication and interpersonal skills with an aptitude for building strong client relationships
  • Strong analytical skills with the ability to synthesize, organize, analyze and present data in an understandable manner
  • Strong empathy for and understanding of customers, in parallel with the ability to fold feedback into product planning
  • Deep understanding of value drivers in recurring revenue business models
  • Be an enthusiastic and creative leader with the ability to inspire others
  • University degree plus MBA preferred

INTELITY offers competitive pay, benefits, and equity for qualified candidates. We are focused on creating and maintaining a fun, positive work environment where employees are able to grow and flourish. We offer comprehensive benefit plans for our employees and their dependents, including medical, dental and vision plans, as well as transit and gym reimbursements. Employees also have access to Flexible Spending Accounts (Dependent Day Care and Medical) and can participate in the Company’s 401(k) Plan with a company matching program.

INTELITY provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

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Location

600 Wilshire Blvd. Suite 700, Los Angeles, CA 90017

An Insider's view of INTELITY

How does your team reward individual success?

We are a company that is not shy about recognizing the success of others. Be it one on one or on a larger scale we make sure to give credit where credit is due. But we also know that individual success relies on a larger system and a healthy team environment so we make sure to have regular events to celebrate our wins.

Percy

LEAD PRODUCT DESIGNER (UI/UX)

How do you collaborate with other teams in the company?

Working in the marketing department means I'm constantly collaborating with other departments to ensure that our brand is being properly represented across all platforms. I often work in tandem with the sales, customer success, and integrations teams when developing new case studies, press releases, and website content.

Autumn

Demand Generation Manager

What does career growth look like on your team?

We’re still at a stage where new ideas and projects pop up fairly regularly, creating a lot of opportunities to develop new skills. Our industry moves quickly, so you’re improving the skills you already have. There’s no shortage of expert wisdom and tremendous opportunity to learn from some very inspiring people in senior management as well.

Dan

Director of Design

How does your team reward individual success?

One of the most rewarding benefits that the company gives is entrusting employees with new projects even if they are outside your core job description. Any employee can present an idea to their respective business units or sometimes even to the executive team.

Teja

Senior Product Manager

What are INTELITY Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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