Otelier

• You will own the corporate IT and security function end-to-end: the infrastructure that the company works on every day, the identity layer that protects our customer and company data, and the SOC 2 program that our enterprise hotel customers expect us to run cleanly. • You will manage one IT Engineer and partner closely with Engineering, Security, and People Ops. • The role suits someone who has already owned an IT and security function at a company of similar scale and is looking to do it again. • You will report to the Director of FP&A, who runs IT alongside Finance and Business Operations. • Your manager is technically fluent and owns IT's budget and executive representation, but the IT roadmap, technical direction, and operating model are yours to define. • You start with one IT Engineer and a defined headcount path as the company scales. • People management is a stated part of the role, not a side responsibility. • You are the senior IT decision-maker at the company. SOC 2, identity, endpoint, vendor strategy, automation — your call, your roadmap.

• Provide visionary leadership to the Customer Success Management team, setting the strategic direction and guiding the team towards achieving exceptional client outcomes. • Develop and communicate a clear vision for customer success within the context of the company's overall goals and objectives. • Foster a collaborative and innovative environment that empowers team members to excel and deliver outstanding results. • Develop a customer engagement model and customer coverage plan to support the demands of the business. • Lead high-stakes client interactions, resolving complex issues and demonstrating the company's commitment to client success. • Develop and execute comprehensive strategic plans that drive client satisfaction, adoption, retention, and expansion, aligning with broader company objectives. • Manage Renewal strategy and ensure timely renewals. • Serve as the voice of the customer within the organization, advocating for client needs and preferences. • Collaborate closely with Product Management to provide valuable insights for product development and enhancements. • Leverage client feedback to influence the continuous improvement of the company's offerings and services. • Define, monitor, and measure key performance indicators (KPIs) related to client satisfaction, retention, and revenue growth. • Develop sophisticated reporting mechanisms to provide senior leadership with clear insights into client success performance and trends. • Utilize data-driven insights to inform strategic adjustments and initiatives. • Lead the resolution of escalated client issues and challenging situations, ensuring prompt and effective resolution. • Demonstrate an unwavering commitment to client satisfaction, upholding the company's reputation for exceptional service. • Recruit, develop, and retain top-tier Customer Success Managers, fostering a culture of excellence and continuous improvement. • Collaborate seamlessly with Sales, Marketing, Product, and Support teams to ensure a cohesive client experience.

• Manage the full sales cycle from lead generation to contract close. • Target and develop relationships with upper mid-market and enterprise-level companies across the U.S. • Collaborate with business development representatives on outbound initiatives and engage with qualified inbound prospects. • Lead discovery sessions and deliver tailored solution presentations to senior marketing and digital decision-makers. • Partner with presales to develop custom demos and persuasive business cases. • Navigate complex sales processes involving multiple stakeholders, including procurement. • Maintain accurate forecasts and pipeline discipline using CRM tools (e.g., HubSpot). • Provide insights to enhance messaging, ideal customer profiles, and go-to-market strategy. • Foster a high-performance, collaborative team environment. • Represent Otelier at relevant industry events, webinars, and conferences.