Onyx CenterSource

Role Description The Director of Client Management provides leadership and support to client management team members in a regional team while also maintaining a right-sized account portfolio to allow for people leadership as well as direct client engagement. The Director of Client Management stays engaged directly with client management initiatives at a client level and is instrumental in supporting and driving revenue growth opportunities within the client base for the team members, while also providing ‘span of control’ support for the regional team. Qualifications - Minimum required: - 3-7+ years of experience in account management/customer success/client services - 3-5+ years of experience in leadership roles - Experience in the hospitality and travel industry - Experience supervising, coaching and developing staff - Experience in Salesforce - Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction - Ability to understand product/platform features/processes - Fluent in English - Preferred: - Excellent computer skills in a Microsoft Windows environment - Organizational management skills - Knowledge of business productivity software and an aptitude for learning new applications Requirements - Provide support and guidance to the team members in the respective region, supporting the sales and client management leadership to optimize span of control, provide ongoing coaching and development and ensure growth objectives and client deliverables are realized. - In partnership with client management leadership, this role will be instrumental in helping team members identify and realize revenue and growth objectives, actualization and retention of client base. - Support the team while simultaneously managing a smaller sized portfolio of clients. - Proactively identify areas of opportunity – process, growth, function, etc. - Cultivate and support a growth mindset environment, leading and helping develop the client manager competencies in place. - Collaborate within team and function to drive continuous improvement and realize improved client satisfaction/NPS ratings. Benefits - 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 is less than 10%.

• Lead and drive delivery of content in the form of email, webpages, social media, blogs, infographics, consumable creative assets and more. • Collaborate closely with our Campaign & Demand Generation team. • Contribute to overall content lifecycle management, from creation and editing through approvals, publishing/activation, auditing, measurement, curation, optimization and maintenance. • Write content and provide support in enhancing its engagement through creative elements. • Guide, develop, execute, schedule, design and maintain strategies for content, communications, and engagement. • Support the Campaign & Demand Generation team in providing content aligned with their lifecycle and acquisition campaign strategy. • Use data analytics and insights to drive content decisions. • Contribute to search engine optimization (SEO) and search engine marketing (SEM) initiatives with keyword optimization, content tagging, and metadata management. • Monitor and analyze the performance of KPIs, proactively identify opportunities, present rationalized solutions to organizational leaders.

• Act as primary contact and support for clients in their use of Onyx products • Respond to client queries assisting them when using Onyx applications • Identify application system issues and open tickets to the appropriate stakeholders • Liaise with internal departments for reporting and resolving service problems • Escalate operational issues when necessary • Proactively identify activities to improve client performance • Communicate with assigned client(s) on behalf of Support Operations • Provide quality deliverables, customer service, and maintain client relationships

• Serve as a trusted financial advisor to executive leadership and business unit leaders. • Partner with commercial, operational, and product teams to drive profitable growth and informed decision-making. • Develop and maintain advanced financial models and analytical frameworks to evaluate business performance and strategic opportunities. • Prepare high-quality board and investor reporting packages, including financial performance analysis, key metrics, and strategic insights. • Champion the use of AI, advanced analytics, and automation within finance and across the enterprise.

• Serve as the first in-depth point of contact for prospective customers • Identify new prospects, develop relationships, and provide detailed product knowledge • Collaborate with the senior sales team to help achieve new booked business quotas • Facilitate the acquisition of new customers and support revenue growth goals • Follow up on Marketing Qualified Leads (MQLs) and qualify them into Sales Qualified Leads (SQLs) • Maintain accurate and up-to-date records within Salesforce and ensure consistent adoption of CRM best practices • Contribute to continuous improvement of sales processes and lead management strategies

• Facilitate the acquisition of new customers and support revenue growth goals • Adhere to operational KPIs, including call volume, meetings set, activities, and task completion • Follow up on Marketing Qualified Leads (MQLs) and qualify them into Sales Qualified Leads (SQLs) for the Sales Team • Collaborate with the senior sales team to transition qualified leads into active opportunities • Maintain accurate and up-to-date records within Salesforce and ensure consistent adoption of CRM best practices • Partner with internal stakeholders to ensure alignment between marketing initiatives and sales execution • Contribute to continuous improvement of sales processes and lead management strategies