Description

Manager, Customer Experience

Company Overview

Pinnacle Live is a premium, in-house AV partner. We elevate live event expectations for people and venues who demand better. With an expert balance of big-picture problem-solving and boots-on-the-ground execution, we deliver bespoke AV solutions for in-person, virtual, and hybrid meetings and live events. The most impressive, impactful meeting and events all have the same common denominator: dedicated, determined people working behind-the-scenes to make it happen. We’re looking for those people. Pinnacle Live is a Collaborative Crusader. We empower you to tackle tough challenges to deliver unforgettable hospitality and live event experiences.

Job Summary

This is a remote role. The Manager, Customer Experience plays an integral role in fostering the growth and profitability of the company across new hotel properties through the effective efforts of the Contract Sales team. This position involves ensuring smooth transitions for newly acquired hotel properties, employing the advanced sales Catalyst process and is vital in cultivating robust client relationships to stimulate revenue growth. Furthermore, the Manager, Customer Experience will collaborate with the onboarding venue team to forge strong partnerships with hotels and facilitate the seamless transition of their advanced sales book of business to Pinnacle Live onboarding venue teams.

Essential Functions

Collaborate effectively with the Director, Customer Experience on all standards and expectations for advanced sales within assigned new hotel property transitions.
Collaborate effectively with Transitions and Venue Support Managers to ensure smooth transitions for newly acquired hotel properties.
Execute advanced sales for assigned newly contracted hotels before the arrival of an on-site venue team to drive revenue and ensure a successful launch, working closely with Venue Operations to integrate seamlessly.
Focus on building outstanding relationships, lines of communication, and trust within the hotel sales teams.
Provide innovative event solutions and necessary resources to clients, including layouts, renderings, visuals, and product suggestions.
Generate and revise scope of works (SOWs) based on the needs of hotel leads requiring AV products and services.
Follow Catalyst, the venue-based sales process as directed by Customer Experience, including prequalification of leads, timely contract confirmations, and effective follow-up.
Monitor and analyze new hotel sales performance and evaluate the sales pipeline to ensure its health and efficiency as directed by Customer Experience.
Collaborate with Customer Experience on pricing strategy to match the hotel’s competitive set and deliver pricing collateral to the hotel teams for approval.
Assist Venue Operations in training the on-site venue team members as hired and work to seamlessly turn over the sales pipeline and customer communications.
Collaborate with the Director, Customer Experience to generate reports on client engagement and feedback specific to the new hotels, with a focus on identifying areas for improvement and highlighting success.
Manage concurrent hotel openings across diverse national locations, navigating multiple time zones with adeptness and precision.
Demonstrate exceptional flexibility in schedule to accommodate the dynamic demands of overseeing simultaneous openings. Manager, Customer Experience – 01/11/2024
Enter all pertinent client information into Pinnacle Live’s CRM platform.
Track and maintain accurate timekeeping to track hours worked at specific venues, ensuring precise recording of project-related tasks.
Develop and maintain a deep knowledge of Pinnacle Live’s products and offerings.

Education & Experience

Minimum of three (3) years’ experience in a sales and customer service facing and leadership role; prior sales experience in the Audio Visual or hospitality industry is required.
Strong business communication, presentation, and writing skills
Proficiency in CRM platforms, ability to generate high-quality insights into sales activity and progress.
CMP or CEM is desirable
Exceptional relationship builder, internally and externally
Production and Staging experience is preferred
Scenic and Décor experience is preferred
Rigging, Electrical, and Exhibit experience is preferred

Required Skills & Knowledge

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pinnacle Live is an E-verify and Equal Employment Opportunity Employer

Pinnacle Live is committed to welcoming, valuing, and supporting every person and their unique contributions. We are actively working to foster an environment where diversity, equity, inclusion, belonging, and mutual respect thrive. We recognize that diversity is intersectional, and that actively valuing diversity demands that we continually strive to establish a welcoming atmosphere for all.

Pinnacle Live welcomes, openly acknowledges, empowers, and celebrates the diversity of all our team members, clients, and partners, and affirms the identities and experiences of all our members. We strive to create an environment where we actively embrace all forms of diversity.