The Strategic Account Manager (SAM) will be part of the Customer Success team. SAMs will be expected to actively manage a portfolio of approximately up to 40 of Cloudbeds largest, most complex customers with the goal of building strong relationships with key customer stakeholders. The SAM will also be responsible for identifying upsell opportunities for ACV expansion and minimizing customer churn. SAMs will act as the first point of contact for all things related to Cloudbeds. They are responsible for guiding clients through their customer journey while providing recommendations on how to best improve their business in order to achieve success. As an SAM you will make the motto “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world and helping them achieve their “Success Outcomes.”

Location: Remote - Thailand

What You Will Do: 

• Define the customer’s “success outcomes” and work with them to achieve them

• Act as the main point of contact for all things related to Cloudbeds and help escalate urgent support tickets, amongst other things

• Achieve net dollar retention goals through identifying upsell opportunities and implementing proactive churn reduction strategies in order to help Cloudbeds obtain net negative churn

• Use a consultative approach to drive product engagement, customer “stickiness”, and package growth

• Analyze customer data to improve customer utilization and engagement

• Manage customer escalations related to the strategic use of Cloudbeds software

• Seek to promote the value of the product and identify new opportunities to upsell additional services and products 

• Review customer complaints and concerns and seek to improve all aspects of the customer experience 

• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs.

• Gather client feedback and requirements for future releases of the software

• Use training materials to keep up-to-date with the latest system updates

• Enter critical support and activity notes in Salesforce

• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations

Secondary Functions (Preferred skills):

• Act as a “strategic partner” to assigned portfolio of customers, utilizing hospitality industry knowledge to provide insight and recommendations to optimize product performance

• 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

• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

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

• Ability to successfully navigate all stages of the Sales Cycle

• Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).

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

• Excellent listening, negotiation, and presentation skills

• Self-motivated and able to thrive in a results-driven environment

• Natural relationship builder with integrity, reliability and maturity

• 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 required

• 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.