- Run end-to-end onboarding for new hotel partners, set expectations at kick-off, train staff, and support adoption after go-live.
- Coordinate with integration and support teams to connect hotels' systems and keep hotels informed of progress.
- Assess hotel readiness for go-live and raise problems early.
- Serve as the main contact for hotel operators and managers after go-live.
- Monitor account health, including call handling, bookings, and staff usage, and contact hotels when issues arise.
- Gather and analyze hotel feedback, identify patterns, and present evidence-backed product issues to Product and Engineering.
- Help prioritize improvements based on hotel and guest experiences.
- Identify relevant upsell opportunities and integrations, and support expansion and referrals within multi-location groups.
- Work with Sales on account growth and advise on property-specific needs.
- Document and improve customer success playbooks, health checks, escalation paths, handoffs, and support programmes.
Account ManagementCustomer Success