Customer Success Consultant

As a leading procurement services provider in hospitality, Avendra is expanding our Account Management Team. We are hiring a Customer Success Associate to support our small to mid-size clients in harnessing the purchasing power of Avendra. Reporting to our Customer Success Sr Manager, you will grow revenue in a geographic territory with assigned clients by making outbound phone calls, conducting virtual meetings with customers, collaborating with Marketing on outbound email campaigns and leveraging numerous supplier partner offerings to increase client participation and grow sales. The ideal candidate will provide solutions for a wide variety of procurement needs, prioritize multiple tasks and effectively manage key relationships, internally as well as with suppliers and clients. The selected candidate will have a tremendous opportunity to accelerate growth for the nation’s premier group purchasing organization (GPO).

This is an exceptional opportunity to own high-impact objectives at a rapidly transforming company. Compensation for this role will be salary and commission based.

This role is open to candidates based in Rockville, MD or fully remote within the United States.

Job Responsibilities

Specific Responsibilities: 

• Target, prospect and sell by building strong relationships, exploring needs and uncovering purchasing opportunities with customers and supplier partners in an assigned territory.
• Develop insights that provide opportunities to educate customers to achieve purchasing optimization, and the implementation of best practices and recommendations.
• Achieve established targets and goals; report business results.
• Create and manage a robust sales pipeline by leveraging internal reports, databases and tools. Following the company’s deployment of Salesforce, maximize Salesforce utilization.
• Demonstrate personal ownership of the customer relationship through consistent communications, account management, and business reviews.
• Connect assigned clients with key Avendra supplier partners to aid clients in their procurement needs. Facilitate client’s official connection with suppliers and resolve any client issues.
• Schedule and conduct meetings mostly via phone, video and email with assigned Avendra clients, colleagues and partners. There will be occasional in-person meetings with colleagues, supply partners and clients.
• Meet and exceed metrics and sales targets to grow revenue in an assigned territory by articulating the features and benefits of suppliers and programs.
• Conduct continuous research and possess an understanding of Avendra’s broad supply chain offering and your assigned territory and clients.
• Train customers on Avendra’s website, suppliers, programs, and reports.
• Share industry and market insights, and present insights and innovative ideas and approaches with leadership to continuously improve customer satisfaction and ensure successful retention of accounts.
• Utilize Avendra’s CRM systems (Salesforce) as well as other data tools to manage an opportunity pipeline.
• Perform other duties as assigned.

Reporting Relationships:

• This position reports directly to the Sr Manager, Customer Success and works closely with associates in Business Development, Implementation, Marketing and Sourcing.
• This position is part of a 3-5 person team and is an individual contributor role.

At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

Qualifications

Experience in Hotel Operations and/or Group Purchasing Organizations (GPOs) is strongly preferred.

The ideal candidate will have the following professional experience and skills:

• Minimum two (2) years of sales or related customer success experience, demonstrating a record of progressively increasing client growth success and meeting or exceeding established sales and growth targets.
• Experience in building and maintaining strong professional relationships through excellent customer service and client relationship skills.
• Experience, intermediate level proficiency and demonstrated ability to learn use of the following: Salesforce, Microsoft Office and Teams, HubSpot and Avendra’s proprietary CRM system Pivotal. 
• General business skills.
• Excellent organizational and time management skills with an ability to work effectively in a matrixed organization.
• Excellent oral and written communication and presentation ability that include well-honed listening skills
• Preference is given to candidates that possess hospitality, lodging and foodservice industry experience.

It is expected that the successful candidate will have the following personal attributes:

• Problem solver with a results-oriented mindset and attention to detail.
• Takes initiative and anticipates the needs of clients.
• Continual learner who is comfortable communicating with people at all levels within an organization and the ability to work with internal and external stakeholders to ensure a positive experience.
• Ability to work in a matrixed selling environment and ensure a positive experience.
• A high energy, results-oriented self-starter who can make a difference; an individual who takes initiative, makes things happen, accepts accountability and has a “can do” attitude.
• Perseverance and the ability to drive sales opportunities to a successful conclusion.

QUALIFICATIONS AND EDUCATION

• The successful candidate should possess a 4-year college diploma in Business and/or Hospitality.
• The ideal candidate will work from Avendra’s Rockville, MD headquarters with the ability to work remotely 1-2 days per week or work from home in the assigned territory.
• This is primarily an inside sales and account management position but will include limited travel of approximately 5%-15%, including travel to client and supplier locations as well as occasional industry conferences or trade shows as requested and approved in advance by the Customer Success Sr Manager. 

Benefits

COMPENSATION: The salary range for this position is $60,000.00 to $65,000.00 plus commission . If both numbers are the same, that is the amount that Aramark expects to offer. This is Aramark’s good faith and reasonable estimate of the compensation for this position as of the time of posting. 

BENEFITS: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources. Additional benefits may include retirement savings plans like 401(k) and paid days off such as parental leave and disability coverage. Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works. For more information