Account Manager

This is a fully remote position, open to applicants in Argentina, +3 more countries.

📋 Description

• Serve as the primary contact for Cloudbeds-related inquiries for a portfolio of LATAM clients.

• Oversee escalations and guarantee a seamless customer experience.

• Cultivate customer relationships, meet retention targets, discover upsell opportunities, and reduce churn.

• Employ a consultative hospitality approach to enhance product engagement, foster customer loyalty, and promote portfolio expansion.

• Evaluate customer data and usage trends to enhance platform usage and identify at-risk accounts.

• Collaborate with technical support teams on escalations and resolve platform issues.

• Collect and synthesize customer feedback, feature requests, and challenges to guide the product roadmap.

• Convey customer insights to Sales, Product, and Marketing teams.

• Acquire in-depth knowledge of Cloudbeds products and keep updated on system enhancements.

• Train and mentor customers.

• Actively manage a customer portfolio valued between $900,000 and $1,000,000 USD.

⛳️ Requirements

• Over 5 years of experience in the hospitality industry in key operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality venues.

• Comprehensive understanding of hotel operations, encompassing revenue management, front desk procedures, reporting, and property management systems (PMS).

• Experience in the LATAM hospitality sector with extensive knowledge of regional customer requirements, expectations, and business practices.

• Fluent in Spanish (native or professional proficiency).

• Comfortable working during LATAM business hours.

• Quick to learn technology platforms and adept at translating technical concepts into practical solutions for hoteliers.

• Capable of managing multiple customer accounts and projects at once, showcasing strong organizational skills and proactive follow-up.

• Experience with hospitality SaaS platforms or technology solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success) [bonus].

• Proficiency in Portuguese [bonus].

• Familiarity with CRM platforms (Salesforce, HubSpot) and data analysis tools for monitoring customer health and performance [bonus].

• Currently authorized to work in the location where the position is based without requiring visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on country of residence.

• Professional development courses available through Cloudbeds University.

• Access to professional growth opportunities, including manager training, upskilling, and knowledge transfer.