Account Manager - NORAM (Remote)

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:
Hire the best people around the world;
Emphasize the value of results over hours put in;
Provide flexibility in working hours and locations;
Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

The

Account Manager (AM)

will be part of the Customer Success team. AMs will be expected to actively manage a portfolio of approximately up to 40 customers with the goal of building strong customer relationships. The AM will also be 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."

Location:

Remote - North America (US & Canada), Latin America

What You Will Do:
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
Enter critical support and activity notes in Salesforce
Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations
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
All other duties or special projects as assigned.

Key Competencies Include:
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 successfully navigate all stages of the Sales Cycle
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
Ability to successfully exhibit Cloudbeds' core values (Grit, Kaizen, Discovery, Stronger together, Welcoming, Presence, Mop bucket attitude, Positive intent)

Compensation:

For candidates based in the US, you can expect your annual compensation to be between $70,000 - 80,000 USD depending on your skills and experience.

#LI-MM1

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we'll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!
Company Awards to Check Out!
Best Places to Work | HotelTechReport (2018-2023)
Best PMS | HotelTechReport (2021-2023)
Technology Fast 500 | Deloitte (2023)
Fastest Growing Companies | Inc. 5000 (2022)
Best Startup Employers | Forbes (2022)
Best Remote Companies to Work | BuiltIn (2022)

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at [email protected]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.