Meet the Team: Madison Greene, National Account Manager Team Lead
Over Madison Greene’s two and a half years with Hotel Engine, she went from being only the sixth member of the Account Management team to managing national enterprise-level accounts as well as overseeing her own team. What’s the secret to her success? It’s simple, she says: practice empathy and be sensitive to the needs of others, customers and colleagues alike.
Get to know how Madison builds relationships and helps customers get the most value out of Hotel Engine — plus what this travel-obsessed foodie most enjoys doing outside of work.
Tell us about your role. What is an average day like for you?
Essentially, my day to day is managing my partnerships and relationships with my customers. Now that I’m a National Account Manager, I’m primarily handling enterprise clients. I’m typically having scheduled meetings, such as business reviews, onboarding calls, check-in calls — just making sure things are running smoothly for them and finding areas of opportunity to grow our partnership.
What are some of the ways that you help your clients get more out of Hotel Engine?
With enterprise clients, our customers do often have some pretty detailed needs. It can be product-related — typically they’re looking for a new feature that we’re not offering today, like an API integration, unique billing options, or specific drop-downs and reporting capabilities. We can’t always offer what they’re looking for right now, but I’ll work behind the scenes with the Product team on how we can get there.
What special skills do you bring to your team?
My special skill is empathy. I’m very sensitive to others’ feelings and things they’re going through. In startup life, it’s busy and things change a lot and that can feel overwhelming at times, so I really try to support the team when I can through those changes. I check in with the team as much as possible and give them that extra love, just to let them know that they’re supported and I’m here for them.
What’s a favorite memory of your time with HE?
One of my favorite memories was when I first started, a couple months in. My team got together for the first time in person which was a little nerve-wracking for me, being the newbie and meeting everyone IRL. We did karaoke, which is just the best thing to do when you first meet someone. I was nervous, but then a song came on that I really loved, so I just grabbed the mic and belted it out. Everyone was like, “yeah, new girl!” That made me realize what a fun environment Hotel Engine is.
What’s your proudest accomplishment so far?
At the end of 2022, I got two promotions within about six weeks of each other. I was promoted to National Account Manager and then National Account Manager Team Lead. That felt really great. It’s been so cool to level up and handle the bigger clients, but also be a part of supporting my team and being there to help them through challenging customer conversations. The last few months have been the most rewarding of my career.
What are your hobbies and interests outside of work?
My biggest hobbies outside of work are cooking and traveling. I absolutely love cooking. My fiancé and I are really into all sorts of Asian food, so I cook a lot of that and experiment to see how we can replicate some of our favorite dishes. I’m starting to dabble in building my own recipes. Actually, during the pandemic I was putting my own recipes together and putting them on a blog and on Instagram, and taking photos of my dishes.
What’s a fun fact about you?
I have worked in the hotel industry in one way or another since I got out of college 10 years ago. My first job was working the front desk of a property called Stephen F. Austin Intercontinental, in Austin, TX. Austin is well known for their big festivals — South By Southwest, ACL, even Formula One. Since I worked at a higher end hotel, we had a lot of very famous people that would stay with us. I met all sorts of people — Formula One drivers, Travis Barker, the Breaking Bad cast and so many more. It was such a cool and fun way to kickstart my hospitality career.
What’s your favorite travel destination?
Growing up, my grandparents would take me to Canada every summer to spend three or four weeks in Banff National Park. It was such an integral part of my childhood and teenage years, and it’s such a beautiful part of Canada. It was a really special time in my life, and I feel so lucky to have been able to experience that.
