Account Manager
C
CloudbedsHospitality SaaS
LATAM customers, LATAM business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Spanish
- Experience
- 5+ years
- Required Skills
- SalesforceHubSpot
Requirements
- 5+ years of hospitality industry experience in key operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality properties
- Strong understanding of hotel operations, including revenue management, front desk workflows, reporting, and property management systems (PMS)
- Experience in the LATAM hospitality market with deep knowledge of regional customer needs, expectations, and business practices
- Exceptional communication with empathy, resilience, and a genuine passion for serving customers
- Speak Spanish fluently (native or professional proficiency) and are comfortable working LATAM business hours
- Ability to learn technology platforms quickly and translate technical concepts into practical solutions for hoteliers
- Manage multiple customer accounts and projects simultaneously with strong organizational skills and proactive follow-through
- Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success) (Bonus)
- Portuguese language proficiency (Bonus)
- Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for tracking customer health and performance (Bonus)
Responsibilities
- Serve as the main point of contact for all Cloudbeds-related needs for your portfolio of LATAM customers, managing escalations and ensuring seamless customer experiences
- Achieve retention goals by building strong customer relationships, identifying upsell opportunities, and implementing proactive strategies to minimize churn
- Use a consultative approach rooted in hospitality expertise to drive product engagement, customer "stickiness," and portfolio growth through tailored recommendations
- Analyze customer data and usage patterns to improve platform utilization, identify at-risk accounts, and surface opportunities for customers to optimize their operations
- Coordinate with technical support teams on escalations, troubleshoot platform issues, and leverage your hospitality knowledge to solve complex customer challenges
- Gather and synthesize customer feedback, feature requests, and pain points to inform product roadmap and share insights across Sales, Product, and Marketing teams
- Develop deep product knowledge of the Cloudbeds platform and stay current on system updates to effectively train and guide customers
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