Account Management Team Lead - NORAM
New
C
CloudbedsHospitality Technology
North AmericaFull-TimeLead
Salary83,000 - 123,000 USD per year
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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 AnalysisSalesforceCustomer SuccessSaaSZendeskAccount Management
Requirements
- 7+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations.
- 2+ years of experience leading and managing a customer success or account management team.
- Deep understanding of hotel operations and ability to translate that knowledge into strategic advisory conversations.
- Exceptional communication and interpersonal skills, with the ability to influence at all levels.
- Strong analytical mindset with experience building and interpreting reports in Salesforce and Zendesk.
- Demonstrated problem-solving and conflict resolution skills for handling escalated customer situations.
- Self-motivated with excellent time and project management skills.
- Experience with SaaS platforms, PMS, RMS, or channel managers is a plus.
- Familiarity with CRM and support tools like Salesforce or Zendesk is a plus.
Responsibilities
- Lead, coach, and develop a team of Account Managers across NORAM, setting clear goals and conducting regular performance reviews.
- Monitor and report on team performance, KPIs, and customer health metrics to senior leadership.
- Handle escalations and support AMs through complex customer situations, including renegotiations and high-stakes retention conversations.
- Drive a culture of continuous learning regarding platform knowledge, hospitality industry trends, and consultative advisory best practices.
- Collaborate cross-functionally with Product, Partnerships, and Marketing during new product pilots and integration launches.
- Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn.
- Participate in cross-departmental team lead meetings to share feedback and represent team needs.
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