Lead, Account Management
New
C
CloudbedsHospitality technology
Remote – ThailandFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in hospitality or hospitality technology; 2+ years of experience leading and managing a customer success or account management team
- Required Skills
- SalesforceCustomer SuccessZendeskAccount Management
Requirements
- Bring 3+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations.
- Have 2+ years of experience leading and managing a customer success or account management team.
- Understand hotel operations and translate that knowledge into strategic advisory conversations with hotel customers.
- Communicate and present credibly across levels, from front-line conversations to senior leadership.
- Build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts.
- Demonstrate problem-solving and conflict resolution skills in escalated customer situations.
- Manage time and projects effectively in a fast-paced, results-driven remote environment.
- SaaS platforms or hospitality technology experience, such as PMS, RMS, or channel managers, is a bonus.
- Familiarity with Salesforce, Zendesk, or similar CRM and support tools is a bonus.
Responsibilities
- Lead, coach, and develop a team of Account Managers across Thailand by setting goals and conducting regular 1:1s and performance reviews.
- Monitor and report team performance, KPIs, and customer health metrics to senior leadership.
- Handle escalations and support Account Managers through complex customer situations, including renegotiations, exceptions, and retention conversations.
- Develop the team's platform knowledge, hospitality industry knowledge, and consultative advisory practices.
- Collaborate with Product, Partnerships, and Marketing on product pilots, platform improvements, and integration launches.
- Analyze customer data and feedback to identify patterns and initiatives that improve retention and reduce churn.
- Participate in cross-departmental team lead meetings and represent the team's needs at a leadership level.
- Travel to visit customers on-site as needed to strengthen relationships, support initiatives, address escalations, and improve customer experiences.
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