Meet Jenny McCullough, Manager of Implementation & Client Services

Mar 06, 2023 | News

This month’s CLC Lodging Employee Spotlight shines on Jenny McCullough! An extremely talented individual who manages two teams at CLC Lodging: client services and onboarding. Jenny has been with the company since 2010, starting in hotel contracts, moving to product support, and finally landing in her current role of managing client services and onboarding.

Here she shares how she stays motivated, what her daily schedule looks like, and how she spends her personal time. Let’s dive in!

You’ve been with CLC for 13 years this year—how do you stay motivated and inspired?

I began working at CLC in the contract department working with hotels, but I worked with some of our custom solutions as well. Now, I oversee and manage the client services and onboarding for CLC Lodging. I’ve spent over a decade of my life with this company because I connect to it and the programs they offer. The original concept of how CLC originated really inspired me, and among the other competition out there, I believe we’re the best. We do it better.

What keeps me motivated is the client interfacing portion of my job. I enjoy working with our clients and helping them. I also have the most supportive direct leadership. Finally, my team continues to keep me motivated and inspired. They are exceptional at what they do and we are incredibly close, despite being a fully remote team.

What is something important that you’ve learned while working at CLC?

I've learned a couple of important things during my time here. When I started at CLC, management wasn’t a goal I aspired to achieve. I didn’t think that was something I would excel at and I prefer working with clients. However, as I had more opportunities to grow into management, I was able to guide and teach my team how to help clients. I took a lot of pride in that. It surprised me what I was capable of, how I could help them grow and succeed, and I really enjoyed it. Over the last six to seven years I’ve found ways to be a more productive manager and support my team.

Another important learning experience has been multitasking. I think historically as women, we're naturally inclined to multitask without really thinking about it. So, that's a big part of my job, deciding what the priority is and focusing on that, while compartmentalizing other tasks. When I'm at work, I need to focus on work. Whatever personal things I have going on have to be put aside. It helps that I have a fabulous work support system. My leaders have been a guiding force, helping me learn and being my go-to for brainstorming.

What does a typical day at CLC look like for you?

I wouldn't say any day is routine, but every day is 100 miles an hour every day. Meaning, it's nonstop. When I start my day, the first thing I do is check my email. I usually have tasks from the day before I need to finish, or follow up on something that got paused from the week before. It's all about looking for ways to add value and be proactive.

Since my team is remote, we're always in touch. I do a weekly meeting with my client services team and a weekly meeting with my client onboarding team. Throughout the day I'm helping them with client support.

At the end of the day, what makes you proud of your work?

I've had multiple situations with clients where I felt very proud of my work. Building strong relationships with people through client services and onboarding means I can call clients when I notice changes in travel, or they can call me for any type of issue. The best feeling is when I take a call from a client that needs help, and then at the end of the call they're so happy. 

What has been your greatest achievement at CLC?

My greatest achievement at CLC has been building the team I have. My team members are always available to help their clients, hotel partners, other departments, and each other. They care! It's special to know that I work with a group of people that always work for the betterment of themselves, their teammates, their clients, and the company. When hiring people, that’s a trait I look for and it seems to be working!

Do you have a favorite customer success story?

There's a lot! There was one particular client I remember where they started off as multiple accounts and they wanted to merge them under one umbrella. After partnering with our product and IT team, we were able to successfully accomplish that. Now, they're one of our top accounts. I have a lot of clients like that where we've done what was necessary to make sure the program worked for them as they’ve scaled in size and travel complexity.

When you’re not at work, where do you spend your time?

At home with my dog Finn and two horses Billy and Tristan. I live on 10 acres. I've been horseback riding since I was seven-years-old. Animals in general are my passion. When I’m not with them I love entertaining at home. My daughters Camdyn and Caiden are grown and I always enjoy having them come for visits and dinners.

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