What are we looking for?

As an Account Manager, you will be the linchpin in managing and expanding our relationships with both strategic and non-strategic customers. Your focus will be on ensuring customer satisfaction, retention, and identifying growth opportunities through upsell and cross-sell initiatives. You will work closely with internal teams, such as Customer Success and Product, and external Solution Partners to deliver value-driven solutions and foster strong, lasting customer relationships.

 

Key Responsibilities:

1. Account Strategy Execution: Implement and refine account management strategies focused on customer retention and expansion.
2. Contractual Negotiation: Lead the negotiation and conclusion of contracts, working in tandem with implementation team, product development teams, and the management team to ensure terms that are favorable and align with company objectives.
3. Customer Engagement: Develop and maintain strong, ongoing relationships with both strategic and non-strategic customers to ensure sustained satisfaction and growth.
4. Upsell and Cross-Sell: Proactively identify and pursue additional sales opportunities within existing accounts, expanding our footprint and driving increased value for both the customer and our company.
5. Feedback Loop Management: Establish and manage a structured process for gathering, analyzing, and acting on customer feedback to drive product enhancements and service improvements.
6. Partner Coordination: Collaborate with Solution Partners for integrated customer solutions and support, optimizing the customer experience and leveraging partnership opportunities.

 

How We Measure Success:

• Track and aim to increase Account Revenue Uptick.
• Maintain a high Customer Retention Rate.
• Boost the Upsell/Cross Sell Rate.
• Ensure high levels of Customer Satisfaction.
• Evaluate and enhance Partner Impact Metrics.

 

Required Skills and Qualifications:

• Proven track record as an Account Manager or related role within customer success or sales.
• Strong ability to foster long-term relationships and effectively manage customer accounts.
• Experience in identifying and capitalizing on upsell and cross-sell opportunities.
• Excellent communication, negotiation, and interpersonal skills, with the ability to address customer needs effectively.
• Aptitude for feedback collection, analysis, and implementation of improvements.
• Proficiency in coordinating with partners for integrated solutions.
• Familiarity with CRM systems and sales metrics.
• Bachelor’s degree in Business Administration, Sales, or a related field.

 

Preferred Qualifications:

• Experience in the Travel Industry sector.
• Master’s degree in a relevant field.
• Additional languages are a plus.