Account Management Team Lead
New
North AmericaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience in hospitality or hospitality technology; 2+ years of experience leading and managing a team
- Required Skills
- Data AnalysisSalesforceAccount ManagementCRMCustomer SuccessSaaSZendesk
Requirements
- 7+ years of experience in hospitality or hospitality technology (e.g., Revenue Manager, Front Desk Manager, Operations Manager, or General Manager)
- 2+ years of experience leading and managing a customer success or account management team
- Deep understanding of hotel operations and ability to translate that into strategic advisory
- Exceptional communication and interpersonal skills
- Strong analytical mindset and ability to interpret reports in Salesforce and Zendesk
- Proven problem-solving and conflict resolution skills
- Self-motivated and capable of working in a fast-paced, results-driven remote environment
- Excellent time and project management skills
Responsibilities
- Lead, coach, and develop a team of Account Managers across NORAM — setting clear goals, conducting regular 1:1s and performance reviews, and creating an environment where people grow and do their best work
- Monitor and report on team performance, KPIs, and customer health metrics to senior leadership, surfacing trends, opportunities, and needs in a timely and structured way
- Handle escalations and support AMs through complex customer situations including renegotiations, exceptions, and high-stakes retention conversations
- Drive a culture of continuous learning by keeping the team sharp on platform knowledge, hospitality industry trends, and consultative advisory best practices
- Collaborate cross-functionally with Product, Partnerships, and Marketing during new product pilots, platform improvements, and integration launches
- Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn across the portfolio
- Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level
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