Client Services Manager, Mds Products

Job Number 23169094
Job Category Sales & Marketing
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

 

The Manager, MDS Guide will operate as a customer facing Subject Matter Expertise (SME) across one or more of MDS products and/or services.  This position will take the lead on running customer office hours, educational sessions and have various customer touchpoints across the lifecycle of a customer's journey leveraging an MDS product or service.   The Manager, MDS Guide will take ownership of guiding customers seamlessly through the development and launch of their MDS product and/or service while serving as a product expert. In this role the MDS Guide will act as the customer's initial point of contact and advocate throughout their engagement with specific MDS products or services. Day-to-day responsibilities will include utilizing phone, email, chat, SMS, or in-person to communicate with customers on-demand; partnering with the MDS Operations team to become a subject matter expert; contributing product enhancement suggestions to increase customer satisfaction; monitoring customer feedback and representing the voice of the customer internally. This role is ideal for individuals who are excited to over-deliver, delight and build a strong relationship with MDS customers. 

 

This MDS Guide position will focus on the MDS Analytics platform specifically the Monthly Hotel Reporting Subscription and Enterprise Analytics offering. 

 

Marriott Digital Services (MDS) offers a range of website products and programs to meet the ever-changing needs of hotels and outlets. These products are built to Marriott International standards for consistent branding and user experience. The MDS Guide will specialize in products, such as Discovery Pages, Events Calendars, Outlet Sites, and MDS Analytics to support clients through the build, launch, and evolution of the product.

 

Marriott Digital Services (MDS) is an in-house digital marketing team.  MDS provides hotels with a variety of digital and marketing services, and functions as an agency-like model within the Marriott International Global Digital organization. 

 

CANDIDATE PROFILE 

 

Education and Experience 

• BS/BA degree from an accredited university in Marketing, Hospitality, or related major / experience
• 5+ years' experience in customer service, account management, sales, or equivalent experience
• Requires working hours based on customer needs and urgency
• Experience using Customer Relationship Management (CRM) platform (e.g., Salesforce) is preferred

 

 

CORE WORK ACTIVITIES 

 

• Assume ownership and activation of a group of customers through their end-to-end journey with select MDS products
• Provide exceptional quality of service during every interaction with MDS customers
• Proactively engage with customers, communicate enhancements, and anticipate needs
• Maintain long-term relationships with new/existing customers through open communication
• Proactively and re-actively engage in customer engagement activity via email, call, chat, SMS messaging or in-person
• Educate customers and potential customers; Simplify complex operational concepts into engaging and memorable conversations
• Host educational webinars, office hours, and small group forums to educate customers on product functionality
• Monitor progression of tasks completed on behalf of the customer to ensure a seamless development/launch experience
• Collaborate with MDS Operations, MDS Client Services, MDS Business Support, etc. to enhance the product / service offering 
• Create and deliver customer user journeys maps and project manage agreed outcomes
• Suggest enhancements across product functionality, product positioning, client service interactions, etc.
• Track the Net Promoter Score for supported MDS product(s) to address feedback and identify opportunities for improvement
• Leverage the MDS Project Management System (PMS), Salesforce, to document customer interactions and on-going product maintenance

 

 

Additional Responsibilities 

• Informs, updates, and provides information to managers and co-workers in a timely manner
• Attends and participates in all relevant internal and external meetings
• Presents ideas, expectations, and information in a concise, organized manner
• Uses problem solving methodology for decision making and follow up
• Maintains positive working relations with internal customers and department managers
• Manages time effectively and conducts activities in an organized manner
• Performs other reasonable duties as assigned by manager

 

MANAGEMENT COMPETENCIES 

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace. 
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 

Managing Execution

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively acts and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company's service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
  • Attention to detail, high energy.
  • Project Management skills with the ability to manage multiple projects simultaneously.
  • Strong Client Services approach.
  • Ability to analyze data across multiple reporting sources and create presentations detailing trends, projections, performance, etc.
  • Proficient in Microsoft Office (excel, word, powerpoint)
  • Demonstrates self-confidence, energy, and enthusiasm.
  • Effective written and oral communications skills, including presentations.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Understands written sentences and paragraphs in work related documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

 

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.