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Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborates to solve our clients’ business challenges, enabling stronger business relationships by streamlining commission payments. This results in faster payments to hotels and quicker revenue receipt for agencies, fostering more bookings and allowing clients to focus on strategic activities.
We value our diverse team, representing over 20 nationalities, and offer growth opportunities through continual development. Our benefits support a competitive total compensation package, and our environment is international, fast-paced, and 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 engagement methods. The individual acts as the primary liaison between the client and Onyx to maximize results from Onyx solutions.
This role interfaces with clients and collaborates cross-functionally to deliver on the value proposition from all Onyx solutions. KPIs include client performance, NPS satisfaction, and YOY growth. The role involves utilizing creative solutions and tools to drive revenue opportunities and ensure strategies for long-term retention. Effectively telling a ‘story’ from data is a key success factor.
Location
NORAM
Scope
Primarily serves clients in the Americas, but may serve clients in all geographies.
Education
Preferred : Bachelor’s degree or equivalent industry experience.
Span of Control
Reports to : Client Manager – SME Segment. No direct reports.
* Manage the client portfolio within the SME segment strategically.
* Drive performance and YOY growth from Onyx solutions.
* Collaborate with functions to enhance client results on core and emerging products.
* Monitor SLAs and KPIs to meet or exceed client objectives.
* Understand client-specific contractual details.
* Implement outreach strategies at the product / platform level.
* Support development of reporting tools and dashboards for client retention.
* Contribute to VOC feedback and industry thought leadership.
* Support technology and AI initiatives to increase wallet share via upselling.
Qualifications
Minimum : 5+ years in account / client management; experience in sales preferred. Hospitality or M&E background is a plus.
Organizational Interlocks
* Reports to : Client Manager – SME Segment.
* Collaborates with Product, Client Services, and Service Delivery teams.
* Growth-oriented with a commercial mindset.
* Data analysis and storytelling skills from quantitative data.
* Client-facing skills including BAU activities, QBRs, webinars.
* Excellent communication skills in English.
* Proficiency in MS Office; experience with MicroStrategy is a plus.
Physical Demands / Travel
Sedentary work, primarily indoors. Travel up to 10%.
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