[Hiring] Account Manager @Cloudbeds

Role Description

As an Account Manager , you will be part of the Customer Success team. AMs will be expected to actively manage a portfolio of customers with an estimated value of $500,000 - $1,000,000 USD with the goal of building strong customer relationships.

• Responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn.
• Act as the first point of contact for all things related to Cloudbeds.
• Guide clients through their customer journey while providing recommendations on how to best improve their business.
• Provide strategic guidance to customers around the world to achieve their “Success Outcomes.”

Qualifications

• Exceptional ability to communicate and foster positive business relationships.
• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
• Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Self-motivated and able to thrive in a results-driven environment.
• Natural relationship builder with integrity, reliability, and maturity.
• Thrives in hyper-growth work environments.
• Excellent time and project management skills; always looking to improve inefficient processes.
• Experience managing accounts within the European hospitality market is a significant plus.
• Fluency in both English and German is required.

Requirements

• Define the customer's “success outcomes” and work with them to achieve them.
• Act as the main point of contact for all things related to Cloudbeds and help escalate urgent support tickets.
• Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies.
• Use a consultative approach to drive product engagement, customer “stickiness”, and package growth.
• Analyze customer data to improve customer utilization and engagement.
• Manage customer escalations related to the strategic use of Cloudbeds software.
• Seek to promote the value of the product and identify new opportunities to upsell additional services and products.
• Review customer complaints and concerns and seek to improve all aspects of the customer experience.
• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs.
• Gather client feedback and requirements for future releases of the software.
• Use training materials to keep up-to-date with the latest system updates.
• Act as a “strategic partner” to assigned portfolio of customers, utilizing hospitality industry knowledge to provide insight and recommendations to optimize product performance.
• Understanding of the hospitality industry - continuously staying updated on industry trends, strategies, and best practices.

Benefits

• Remote First, Remote Always.
• PTO in accordance with local labor requirements.
• Fully Paid Parental Leave.
• Home office stipend based on country of residency.
• Professional development courses in Cloudbeds University.
• Access to professional development, including manager training, upskilling, and knowledge transfer.