Account Manager

The role

You will manage a portfolio of hotel customers, valued at an estimated $500,000 to $1,000,000 USD, and act as their first point of contact for Cloudbeds. You will guide clients to their success outcomes, find upsell opportunities and reduce churn.

What you will do

• Define each customer's success outcomes and work with them to achieve those outcomes
• Act as the main point of contact for all things related to Cloudbeds and escalate urgent support tickets
• Achieve net dollar retention goals through upsell opportunities and proactive churn reduction
• Use a consultative approach to drive product engagement, stickiness and package growth
• Analyze customer data to improve utilization and engagement
• Manage customer escalations related to the strategic use of Cloudbeds software
• Review customer complaints and concerns and seek to improve the customer experience
• Maintain a detailed understanding of products and services and suggest the best products for customer needs
• Gather client feedback and requirements for future software releases
• Act as a strategic partner to assigned customers using hospitality industry knowledge

Required qualifications

• Exceptional ability to communicate and foster positive business relationships
• Deep understanding of customers' concerns about product use, and ability to troubleshoot
• Ability to communicate, present and influence credibly at all levels of the organization
• Ability to clearly communicate and synthesize customer details to Sales, Support, Product, Marketing and Design
• Proven ability to manage multiple projects at a time with 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
• Fluency in both English and German

Nice to have

• Experience managing accounts within the European hospitality market

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

Before you apply

• You must be currently authorized to work in the location of the position without visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas at this time
• Staffing and recruiting agencies are not authorized to submit applications; unsolicited agency submissions will not be accepted

About the company

Cloudbeds builds software for hotels across 150 countries, with a team of 650+ members in 40+ countries. It is an Equal Opportunity Employer and has received several HotelTechAwards and a Deloitte Technology Fast 500 recognition.