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.
Overview
The CM will serve as a client management lead for Onyx clients driving the value proposition (and optimize actualization/revenue) from Onyx core and emerging products. This individual is the primary liaison between the client and Onyx to drive performance from the Onyx solutions in place for all key client segments including performance/actualization monitoring, consultation on performance objectives, KPIs, alignment with internal Onyx functions to identify and then help drive process efficiencies and standards and partnership effectiveness.
This individual will interface with Onyx clients and will work cross functionally to deliver on the value proposition from all Onyx solutions. Strong candidates will exhibit the ability to think strategically, adapt to varied situations, and work from a growth mindset to drive revenue opportunities and ensure strategies are in place to realize long-term retention.
Successful client management at Onyx is an equal combination of:
1) strategic oversight to drive performance
2) a strong understanding and knowledge of operational excellence (processes, quality metrics, data, data quality, data flows to/from Onyx/client/3rd parties)
The ability to effectively tell a 'story' from the data is a key element of success in the role.
Location
Noram (U.S.)
Scope
May serve clients in all geographies, with a primary focus on Americas market clients
Education
Minimum required:
Preferred: Bachelors or equivalent industry experience
Span of Control:
Oversight: This position has no direct reports
Roles/ Responsibilities
• Strategic client management of Onyx client portfolio
• Work closely with all functions to drive performance and results for client on core & emerging products
• Monitor SLAs and KPIs - both contractual and best practice/industry driven to ensure client needs/objectives are met and/or exceeded
• Understand and monitor any client specific contract details related to reporting, fee models, trigger clauses, notifications, etc.
• Understand and drive performance as it relates to client's organizational objectives
• Understand client's strategy and processes to consult on and help deliver best practice recommendations base on other client successes and or functional insight
• Establish, maintain and grow client stakeholder matrix to ensure optimum product success
• Support and ideate around the on-going development of reporting, dashboards, and scorecards to drive long term retention of Onyx clients
• Encourage the business to 'think beyond' and challenge the current practices
• Contribute to as needed VOC feedback, analysis and materials to advance Onyx's thought leadership in the industry
• Partner and align with Commercial counterpart(s) to drive additional revenue growth/retention from existing client base
• Drive the execution of established governance models if needed specific to your key client
• Prepare and deliver Client business reviews on an agreed upon cadence, etc.
• Lead across functions to drive increase in share of wallet through upselling of services across all platforms.
Qualifications
Minimum required:
• 5+ year's experience in account/client management function
• Hospitality background preferred; M&E background a plus
Organizational Interlocks
• All functions with primary alignment with/to Product, Client Services, Service Delivery
• Client Management (& Customers)
Skills & Competencies
• Ability to translate quantitative data into actionable recommendations.
• Ability to translate client business objectives into customer analysis, measurements, and recommendations
• Client facing competencies including ongoing BAU activities, QBR delivery, client workshops as needed
• Excellent verbal & written communication skills
• Fluent in English
• Excellent Computer skills including strong competency in MS Office Suite of tools
• Experience working in MicroStrategy a plus
• Ability to understand varied data sets and the "story" from the data
• GROWTH mindset!
Physical Demands/ Travel required
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 may be up to 10%
What We Do
Onyx CenterSource is a leading global provider of B2B payments and business intelligence solutions to the hospitality industry. The company strives to build long-lasting relationships with its customers and is passionate about providing consultative insight and cost-effective solutions.
Originating in 1992, the company facilitates in excess of $2.1 billion in payments annually, partnering with more than 150,000 hotels and 200,000 travel booking providers in more than 160 countries around the globe. In addition to its headquarters in Dallas, Onyx CenterSource has regional hubs in Tønsberg, Norway; Seville, Spain; and Manila, Philippines.
