Lead, Account Management

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

📋 Description

• Direct, mentor, and cultivate a team of Account Managers throughout Thailand

• Establish objectives, conduct regular one-on-one meetings and performance evaluations, and promote employee growth

• Track and report on team performance, key performance indicators (KPIs), and customer health metrics to senior leadership

• Address escalations and assist Account Managers with intricate customer scenarios, renegotiations, exceptions, and retention discussions

• Promote ongoing learning in platform expertise, hospitality trends, and consultative advisory practices

• Work in collaboration with Product, Partnerships, and Marketing on product trials, platform enhancements, and integration rollouts

• Examine customer data and feedback to enhance retention and minimize churn

• Engage in cross-departmental team lead meetings and advocate for the team's requirements at the leadership level

• Travel to meet customers on-site as necessary

⛳️ Requirements

• Over 3 years of experience in hospitality or hospitality technology, with a solid background in hotel operations

• More than 2 years of experience leading and managing a customer success or account management team

• Comprehensive understanding of hotel operations

• Outstanding communication and interpersonal abilities

• Strong analytical skills; capacity to create and interpret reports in Salesforce and Zendesk

• Proficient in problem-solving and conflict resolution

• Self-driven; excellent time management and project coordination skills

• Familiarity with SaaS platforms or hospitality technology such as PMS, RMS, or channel management systems

• Knowledge of Salesforce, Zendesk, or comparable CRM and support tools

• Previous leadership experience in a hospitality technology or SaaS organization

• Currently eligible to work in Thailand without the need for visa sponsorship

🏝️ Benefits

• Remote First, Remote Always

• Paid Time Off in accordance with local labor regulations

• Fully Paid Parental Leave

• Home office stipend based on the country of residence

• Access to professional development courses at Cloudbeds University

• Opportunities for professional growth, including management training, upskilling, and knowledge transfer