James Fuller

About James Fuller

I have spent nearly three decades at the intersection of hospitality operations and technology, evolving from front-desk supervision to leading global account strategies for industry-disrupting software. My career is defined by a single, consistent mission: ensuring that enterprise technology solves real-world friction rather than creating it.As Senior Director of Accounts at HotelKey, I serve as the executive conduit between our most strategic clients and our product roadmap. I lead a high-performing team focused on change management and user engagement, synthesizing complex field data into actionable insights that drive the development of our NextGen PMS. I don\'t just manage accounts; I architect the feedback loops that turn \"User Voice\" into product reality.My expertise spans the full lifecycle of hospitality technology, including:•Executive Leadership: Directing global, multidisciplinary teams of 25+ across deployment, customer success, and account management.•Product-Led Growth: Spearheading the launch and adoption of enterprise-scale systems, including Radisson\'s first automated pricing system (SNAP) and HotelKey\'s NextGen PMS.•Revenue Transformation: A proven track record of driving measurable financial impact, including a $6M annual revenue increase through process re-engineering and a 10% churn reduction within six months.•User Experience Architecture: Designing end-to-end workflows that translate complex hospitality operations into intuitive software experiences, ensuring technical roadmaps solve real-world friction.I thrive in the space where technology meets the human element of hospitality. By leveraging my \"front-line\" foundation and nearly 25 years at Radisson Hotel Group, I help global organizations modernize their delivery frameworks and institutionalize data-driven feedback loops to align product growth with enterprise success.

Experience

1. Sr Director, Accounts

   Hotelkey

   Jan 2025 — Present · Plano, TX, US

   As a member of the executive leadership team at HotelKey, I bridge the gap between enterprise client needs and product innovation. My focus is on leveraging 28 years of hospitality expertise to transform real-world user feedback into technical reality-Voice of the Customer (VoC) Strategy: Serve as the primary executive conduit for \"User Voice,\" translating complex client feedback into actionable product insights and long-term roadmap initiatives-Product-Led Growth: Drive the NextGen PMS launch by aligning user experience requirements with technical execution, ensuring the software solves real-world hospitality friction.Executive Governance: Lead cross-functional workstreams between Product and Engineering to prioritize feature development based on high-value client retention and market demand-Strategic Team Leadership & Product Advocacy: Direct a high-performing Accounts Team to manage user change management, resolve critical issues, and capture enhancement requests; synthesize this field data into executive-level reporting to drive actionable product improvements and align \"User Voice\" with our development roadmap-Partnership & Retention: Leverage internal and external partnerships to resolve high-profile client-impacting issues, contributing to significant churn reduction and enhanced satisfaction.

Education

• West High School

  High School, High School/Secondary Diplomas and Certificates

  1993 — 1997

• Bellevue University

  Bachelor of Science, Business Management

  2004 — 2008

Skills

• Pricing
• Project Management
• Microsoft Office
• Online Travel
• Forecasting
• Online Marketing
• Hotel Management
• Pre-Opening
• Leadership
• Customer Service
• Yield Management
• Team Leadership
• Resorts
• Front Office
• Team Building
• Management
• Hotels
• Hospitality Industry
• Restaurants
• Team Management
• Program Management
• Hospitality
• Revenue Analysis
• Property Management Systems
• Customer Satisfaction
• Training
• Time Management
• Hospitality Management
• E-Commerce
• Business Travel
• Strategic Planning
• Rooms Division