Account Manager

What Makes Us Unique

At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 but we're just getting started.

How You'll Make an Impact:

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. Our AM Team is responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. AMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an AM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.”

What You Bring to the Team:

• 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
• Understanding of the hospitality industry - continuously staying updated on industry trends, strategies, and best practices

What Sets You Up for Success:

• 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 Australian hospitality market is a significant plus, given the concentration of customers in this region

Discover our Benefits:

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra long weekend every month
• Full 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