At Kalibri, 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 harness cloud-native data pipelines with advanced AI/ML models to drive asset performance. Kalibri is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!
Kalibri, 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, Data Solutions, and Client Support on a daily basis to retain and grow existing business and to ensure delivery of value to the client to drive their business outcomes.
Primary Responsibilities:
Team Management: Responsible for management of Account Manager(s) whose job function directly supports Enterprise customers, and acts as a point of escalation for team members to commercial and Executive Team leaders
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
Enterprise Data Analysis & Strategic Insight Generation: Conduct in-depth analysis of enterprise client data, identifying trends, patterns, and anomalies to uncover strategic opportunities and potential risks. Translate these data insights into actionable strategic recommendations that align with client business objectives.
Stakeholder Reporting & Consultative Communication: Create clear, concise, and compelling data visualizations and reports that effectively communicate complex analytical findings and strategic recommendations to both technical and non-technical enterprise stakeholders. Serve as a trusted advisor, guiding clients through data-driven strategies and demonstrating tangible value through quantitative evidence.
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 (including advocating for Enterprise client needs related to the Enterprise Dashboard and other product enhancements), and support teams to ensure a seamless client experience, and actively participate in marketing communications tailored for Enterprise customers.
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 and CSAT scores.
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 a 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 required (domestically, set when travel or where it is at)
Job Type: Full-time
The Benefits
Fully remote work, with a thriving company culture
Robust medical, dental, and vision plans through Blue Cross Blue Shield, including a $0 cost plan for employees and subsidized coverage for dependents
401k plan with employer match
Flexible Paid Time Off
$250 new hire allowance for home office setup