Director, Customer Experience - Audio Visual, Event Production, Sales Training & Development

Director, 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:

The Director, Customer Experience will work to execute and implement sales efforts and profitability strategies as directed by the VP, Customer Experience. This role will support the Regional Directors to ensure sales training standards and supply resources to hold venue teams accountable for the efficiency of the Catalyst sales process. Additionally, this role will oversee the development and execution of Sales training and mentorship programs in collaboration with the Learning and Development department. The Director, Customer Experience will also focus efforts to support our hotel partners’ GSO (Global Sales Office) teams to grow our partnerships and increase revenue within the partner venues.

Essential Functions:

• Support the company’s growth and profitability by enacting and directing sales efforts & strategies as outlined by the VP, Customer Experience.
• Support Regional Directors to ensure training standards, sales process accountability, and reporting duties are being followed.
• Implement comprehensive metrics and key performance indicators (KPIs) to evaluate the effectiveness of the entire sales process, from initial lead generation to post-event follow-up, ensuring a holistic view of the sales cycle.
• Provide guidance to Regional Directors on tracking performance, data analysis, communication and coaching, and strategy alignment for all venue personas.
• Supply Regional Directors with metrics to hold venue teams in adherence of the Catalyst sales process for consistency and effectiveness in sales efforts.
• Survey sales data, generate reports, and track KPIs to measure the success of sales initiatives.
• Review monthly findings with Regional Directors to hold venue teams accountable for initiating course correct when needed.
• Provide feedback on training needs assessment, performance change needs, and non- adherence to directed policies.
• Effect and facilitate change management efforts led by Regional Directors to ensure smooth transitions and the adoption of new strategies or processes.
• Collaborate with Learning and Development to enact/direct all sales training and mentorship programs.
• Supply Regional Directors with the curriculum and reporting to hold venue teams accountable on being adequately trained and equipped to effectively engage with clients and close deals.
• Support and lead efforts of Team Ignition, a dynamic and elite group of sales professionals selected to focus on driving strategic initiatives to elevate the company's market presence and revenue streams.
• Collect, analyze, and synthesize Medallia scores for to ensure a comprehensive understanding of performance metrics.
• Provide strong leadership by setting clear expectations, fostering a positive work culture, and motivating venue teams to achieve their objectives.
• Gather market research inclusive of customer trends, challenges, pricing analysis, and comp set data.
• Responsible for having a deep knowledge of Pinnacle Live’s products and offerings.
• Communicate & collaborate effectively with the VP, Customer Experience
• Build strong relationships within and outside of our hotel sales organization(s).
• Act as a sales resource for the hotel’s Global Sales Office.
• Focus on building relationships within the hotel’s Global Sales Office.
• Perform other duties as assigned.

Education & Experience:

• Bachelor’s degree in business or related field
• Minimum of four (4) years’ experience in a Sales and Customer Service leadership role; prior Sales experience in the Hospitality industry required
• Strong business communication, presentation, and writing skills
• Strong understanding of targeted goals and sales metric reporting
• Proficiency in CRM platforms, ability to generate high-quality insights into Sales activity and progress
• 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.

• Highly skilled communicator; exceptional interpersonal and relationship-building skills
• Highly skilled at project management; proven success working in a fast-paced environment
• Thrives in fast-paced environments, is flexible, and able to adapt to changing scenarios
• Problem solver mindset: ability to remove obstacles for clients through strong organizational skills
• Highly skilled at people management with the ability to show empathy and exceptional listening skills
• Highly skilled customer service mindset: willing to go above and beyond for Pinnacle Live clients
• Ability to work within a fast-paced and evolving dynamic, welcoming change and navigating conflicting priorities when

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

Travel Demands:

Travel, up to 40% required within North America

Benefits:

• Performance based incentive plans on top of base salary
• Generous time off with PTO, holidays and sick/personal days
• 401k with a contribution match
• Insurances; health, vision, dental and more

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.