Account Management Lead

The Account Management team lead will play a critical role in leading and managing a team of Account Managers to ensure our client's satisfaction and to help them to achieve their desired outcomes.

The Account Management lead will be in charge of guiding the team, supporting them, and influencing them to get the best out of them. This role requires exceptional leadership and communication skills, a strategic mindset, and a passion for customer success will be instrumental in order to get to the department's goals.

Location: Remote - APAC

What You Will Do: 

• Lead and manage the team, providing coaching,mentoring , and guidance to ensure individual and team success.

• Communicate effectively team goals, Key Performance Indicators and individual performance targets. 

• Monitor progress and report  effectively and in a timely manner to higher leadership, the performance of their team, feedback, hurdles and needs. 

• Conduct regular team meetings, 1-1´s, Performance Reviews, share best practices, and facilitate knowledge sharing to enhance the team's effectiveness.

• Constantly ensure that their team is up to date and has a wide knowledge about: the platform, add on´s to sell, consultative selling practices and industry trends. 

• Encourage a culture of continuous learning and professional development within the team.

• Handle escalations from the AM´s working closely with internal teams to deliver optimal solutions.

• Assist AM´s with escalations, renegotiations,  and  approvals of exceptions in order to retain  and improve the customer experience.

• Participate in cross-departmental meetings with other team leads to be synchronized, detect needs, and share and receive feedback of their team members.

• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement, and share with leadership initiatives and ideas to enhance retention and reduce churn.

• Collaborate with cross-functional teams like Partnerships, Product and Marketing during pilots of new products/services, platform improvements or new integrations.

• Help higher leadership with the designing  and execution of a comprehensive customer success strategy aligned with the company's overall goals and objectives.

• Ability to build and generate reports in SF and Zendesk in order to monitor performance and generate leads.

Secondary Functions (Preferred skills):

• Understanding of the hospitality industry - continuously staying updated on industry trends, strategies, and best practices

• All other duties or special projects as assigned. 

Knowledge Skills and Abilities:

• Exceptional ability to communicate and foster positive business relationships

• Demonstrated experience in leading and managing a team, including setting goals, providing feedback, and fostering a collaborative work environment.

• Ability to analyze data, identify trends, and make data-driven decisions.

• Strong problem-solving and conflict resolution skills, with the ability to handle escalated customer situations with professionalism.

• Proficiency in customer success software tools like Salesforce, Zendesk, CRM´s and ability to create and handle spreadsheets and google docs.  

• Exceptional ability to communicate, negotiate,  and foster positive business relationships with customers and internal stakeholders.

• Deep understanding of customers' concerns and thoughts regarding the use of products.

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization

• Proven ability to manage multiple projects at a time while paying strict attention to detail.

• Excellent listening, negotiation and presentation skills.

• Self-motivated, ability to influence on people,  and able to thrive in a results-driven and dynamic environment

• Thrives in hyper-growth work environments.

• Excellent time and project management skills; always looking to improve inefficient processes.

• Ability to successfully exhibit Cloudbeds’ core values (Grit, Kaizen, Discovery, Stronger together, Welcoming, Presence, Mop bucket attitude, Positive intent)

Education & Experience:

• Hospitality or hospitality technology industry experience preferred

• Years of Experience required

• Certifications

• Licenses

Working Conditions & Physical Demands:

• You will primarily work remotely from a home office.

• Physical demands of the job include: remaining in a stationary position for extended periods of time; constantly operate a computer; occasionally operate other office equipment (printer, phone, calculator); constantly detect, discern and utilize programs and tools on a computer; constantly communicate and converse with others through computer programs and tools; constantly distinguish speech or other sounds over Zoom, telephone, etc.