Client Delivery Manager - SME

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 Client Delivery Manager (CDM) - SME Segment - will serve as a client management lead for Onyx clients in the SME segment. This role focuses on driving the value proposition to optimize performance for Onyx SME segment clients across all core and emerging products using campaigns, CRM tools and other tools to engage with clients at scale. This individual is the primary liaison between the client and Onyx to optimize the results clients realize from Onyx solutions. This role will interface with Onyx clients and will work cross functionally to deliver on the value proposition from all Onyx solutions. KPIs include client performance, NPS satisfaction, and YOY growth from the segment. This role utilizes creative solutions & tools to drive revenue opportunities and ensure strategies are in place to realize long-term retention. The ability to effectively tell a "˜story' from the data is a key element of success in the role. Location NORAM Scope May serve clients in all geographies, with a primary focus on Americas market clients. Education Preferred: Bachelors or equivalent industry experience. Span of Control Reports to: Client Manager - SME Segment Oversight: This position has no direct reports. Roles/ Responsibilities Strategic client management of Onyx SME segment client portfolio. Drive performance from Onyx solutions resulting in YOY growth from the portfolio. Work closely with all functions to drive performance and results for clients 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, contractual specific models, trigger clauses, notifications, etc. Execute outreach and plans at a "product/platform' level to realize a broad reach across the portfolio. Support and ideate around the ongoing development of reporting, dashboards, and scorecards to drive long term retention of Onyx clients. Contribute to as needed VOC feedback, analysis and materials to advance Onyx's thought leadership in the industry. Support technology/AI initiatives to deliver to the segment upon cadence, etc. functions to drive an increase in share of wallet through upselling of services across all platforms. Qualifications 5+ years' experience in account/client management function; Commercial/Sales background a plus! Hospitality background preferred, M&E background a plus. Direct alignment and reporting to Client Manager - SME Segment. Will work closely with colleagues to partner on growth objectives for the segment overall. All functions with primary alignment with/to Product, Client Services, Service Delivery. Commercially oriented - growth mindset (sales background a plus!) Multi-tasking and ability to juggle competing demands is critical for success in the role. Ability to translate quantitative data into actionable recommendations. Ability to translate broad client business objectives (industry objectives) into customer analysis, measurements, and recommendations. Client-facing competencies including ongoing BAU activities, QBR delivery, client webinars/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. 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%. #J-18808-Ljbffr

Created: 2025-02-17