Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Account Manager based in United Kingdom.

• Own and proactively manage a portfolio of strategic customer accounts, building trusted, long-term business relationships.
• Define customer success outcomes collaboratively and develop strategies to help customers achieve their operational and commercial objectives.
• Act as the primary point of contact for assigned customers, coordinating questions, requests, and escalations across relevant internal teams.
• Drive customer retention and net dollar retention by identifying expansion opportunities and implementing proactive churn-reduction strategies.
• Use a consultative approach to increase product adoption, engagement, customer loyalty, and package growth.
• Analyse customer data and usage patterns to identify opportunities to improve utilisation, engagement, and business performance.
• Identify and develop upsell opportunities for additional products and services based on customer needs and business objectives.
• Manage strategic customer escalations and help resolve complex issues related to the effective use of the platform.
• Review customer feedback, complaints, and concerns, identifying opportunities to improve the overall customer experience.
• Maintain a strong understanding of products, services, and system updates in order to provide relevant recommendations and guidance.
• Gather customer feedback, requirements, and insights to inform future product improvements and releases.
• Partner with Sales, Support, Product, Marketing, Design, and other teams to communicate customer needs, opportunities, and risks effectively.
• Act as a strategic advisor by applying hospitality industry knowledge to recommend ways customers can optimise technology and improve their business outcomes.
• Stay current on hospitality industry trends, commercial strategies, and best practices to provide relevant and forward-looking guidance.

• Proven experience in account management, customer success, relationship management, or a comparable customer-facing role.
• 5+ years of experience in a customer-facing hospitality environment, such as hotel operations, front office, hotel sales, revenue management, hospitality technology, or a related field, is highly desirable.
• Experience using a property management system (PMS) or hospitality technology platform, either as an end user or from the technology/vendor side.
• Experience managing accounts across European hospitality markets is a significant advantage.
• Exceptional communication and relationship-building skills, with the ability to establish trust and maintain strong business partnerships.
• Demonstrated ability to communicate, present, negotiate, and influence effectively with stakeholders at different organisational levels.
• Strong consultative selling and commercial skills, with the ability to identify customer needs and translate them into expansion opportunities.
• Strong analytical capabilities and confidence using customer data to identify trends, risks, opportunities, and engagement improvements.
• Excellent listening, presentation, organisation, and project management skills.
• Ability to manage multiple accounts, priorities, and projects independently while maintaining a high level of attention to detail.
• Strong problem-solving skills and the ability to understand customer concerns, troubleshoot issues, and coordinate effective resolutions.
• Self-motivated, proactive, and comfortable working autonomously in a remote, results-driven, and fast-growth environment.
• Adaptable, reliable, and mature, with a genuine passion for building long-term customer relationships.
• Comfortable working across multiple European markets and communicating primarily in English.
• Professional-level French fluency, with the ability to confidently lead customer meetings and business conversations in French, is desirable.

• Remote-first and remote-always working environment.
• Flexible working arrangements suited to a distributed international team.
• Paid time off in accordance with local labour requirements.
• Monthly Wellness Fridays, providing an extra-long weekend each month.
• Fully paid parental leave.
• Home office stipend based on country of residence.
• Access to professional development courses through an internal learning platform.
• Opportunities for management training, upskilling, knowledge sharing, and professional development.
• Opportunity to work with customers across international hospitality markets.
• High degree of autonomy and ownership within a fast-growing, globally distributed environment.
• Opportunity to contribute to the transformation of hospitality through modern technology and AI-enabled solutions.