Strategic Account Manager - MSI

MSI Solutions

Dec 04, 2017

Website :

Location :

Phoenix, AZ

Job Type :

Full Time

Company Description :

Multi-Systems, Inc. (MSI Solutions) is a leading cloud services technology company delivering hotel property technology and guest management solutions since 1990. Having installed over 5,800 hotels and resorts throughout North America, we are one of the largest providers of fully integrated guest management systems. Our team at MSI focuses on “total system solutions” for management companies and hotel chains by providing central reservation, marketing, revenue, and guest system integration.

MSI Solution’s success lies in one of several Guiding Principles, which adopts a belief in actively listening to our team of hotel and technology professionals, who then provide in kind the same loyalty to our customers. This philosophy sets MSI apart from the competition and has sparked over 20 years of satisfied customers, innovative technology, and exceptional service and support.

Job Description :

The Strategic Account Manager maintains and expands relationships with key accounts. Dedicated to assigned customers, the Strategic Account Manager is responsible for achieving assigned strategic account objectives. The Strategic Account Manager represents the entire range of company products and services to assigned customers, while leading the customer account planning cycle and ensuring assigned customers’ needs and expectations are met by MSI, Solutions Inc. This position is measured by overall customer satisfaction. The Strategic Account Manager reports to the Manager, Strategic Accounts.


  • Establishes strong, productive, professional relationships with key personnel in assigned customer accounts.
  • Coordinates the involvement of MSI personnel, including support, product, development, and management resources, to meet account performance objectives and customers’ expectations.
  • Meets strategic objectives in assigned accounts.
  • Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one- and three-year period.
  • Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
  • Suggests solutions and innovative ideas to meet customer needs.
  • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary MSI personnel.
  • Determine profitability measures for assigned customer accounts.
  • Identify new potential strategic customers.
  • Prepare monthly, quarterly and annual reports and forecasts.
  • Facilitate user acceptance testing.
  • Actively recommend MSI products to meet customer needs and business objectives.
  • Achieves strategic customer objectives defined by MSI management.
  • Completes strategic customer account plans that meet MSI standards.
  • Maintains high customer satisfaction ratings that meet MSI standards.
  • Reports to the Manager, Strategic Accounts.
  • Enlists the help of support, product and development teams, sales, professional services, and other management resources as needed.
  • Closely coordinates MSI executive involvement with customer management.
  • Works closely with Customer Care Managers to ensure customer satisfaction and problem resolution.
  • Bachelor’s Degree or equivalent experience
  • Minimum three years of strategic sales experience in a business-to-business sales environment, or ten years of customer service management experience
  • Must be able to resolve potentially stressful situations
  • Hotel industry experience preferred
  • Software industry experience preferred
  • Strong strategic thinking, with business/financial acumen
  • Communication & influence skills
  • Excellent communication and interpersonal skills with an aptitude for building strong client relationships
  • Excellent time management and follow-up skills
  • Strong negotiation skills
  • Ability to work independently with little direction
  • Excellent presentation skills PC proficiency
  • Availability to travel as needed
  • This position can require extensive travel.
  • All prospective employees must pass a background check.

Is This You?

To apply for this position, submit your resume to Human Resources at:
Please indicate job title in the subject heading of your email
“An Equal Opportunity Employer”