Senior Account Manager

Summary

Join Cloudbeds as a Senior Account Manager and become part of the Customer Success team, actively managing a portfolio of customers to build strong relationships. You will identify upsell opportunities, minimize customer churn, and act as the primary point of contact for all Cloudbeds-related matters. Guide clients through their customer journey, providing recommendations for business improvement and achieving "Success Outcomes." This role involves defining customer success, achieving net dollar retention goals, driving product engagement, analyzing customer data, managing escalations, and promoting product value. You will gather client feedback, stay updated on system updates, and act as a strategic partner, leveraging hospitality industry knowledge. The position requires regular on-site visits to client locations.

Requirements

• Understanding of the hospitality industry - continuously staying updated on industry trends, strategies, and best practices
• Regular on-site visits to client locations are expected to ensure strong relationship management
• 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
• Fluent in Thai

Responsibilities

• 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, amongst other things
• Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies in order to help Cloudbeds obtain net negative churn
• 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

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• 2 corporate apartment accommodations for team member use for free (San Diego & São Paulo)
• Full Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access provided to professional Therapy and Coaching
• Access to professional development, including manager training, upskilling and knowledge transfer