Account Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Act as the primary liaison for all Cloudbeds-related inquiries for a portfolio of LATAM clients, handling escalations and ensuring a seamless customer experience.

• Meet retention objectives by fostering robust customer relationships, discovering upsell possibilities, and executing proactive measures to reduce churn.

• Employ a consultative methodology grounded in hospitality knowledge to enhance product engagement, customer loyalty, and portfolio expansion through customized recommendations.

• Examine customer data and usage trends to enhance platform adoption, pinpoint at-risk accounts, and highlight opportunities for customers to optimize their operations.

• Collaborate with technical support teams on escalations, resolve platform issues, and utilize hospitality expertise to address complex customer challenges.

• Collect and consolidate customer feedback, feature requests, and pain points to guide the product roadmap and share insights with Sales, Product, and Marketing teams.

• Acquire extensive product knowledge of the Cloudbeds platform and stay updated on system enhancements to effectively instruct and support customers.

⛳️ Requirements

• Bring over 5 years of experience in the hospitality sector in significant operational roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager within hotels or hospitality establishments.

• Exhibit a strong comprehension of hotel operations, including revenue management, front desk procedures, reporting, and property management systems (PMS).

• Have experience in the LATAM hospitality market with in-depth understanding of regional customer requirements, expectations, and business practices.

• Speak Spanish fluently (either native or professional proficiency) and feel comfortable working LATAM business hours to assist customers throughout the region.

• Demonstrate the ability to quickly learn technology platforms and translate technical concepts into actionable solutions for hoteliers.

• Handle multiple customer accounts and projects concurrently with excellent organizational skills and proactive follow-through.

• Possess experience with hospitality SaaS platforms or technological solutions (customer-facing roles in hospitality tech, implementation, onboarding, or customer success).

• Proficiency in Portuguese.

• Familiarity with CRM systems (Salesforce, HubSpot) and data analysis tools for monitoring customer health and performance.

• Candidates must currently be authorized to work in the location where the position is based without the need for 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 at Cloudbeds University.

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