Account Manager

Account Manager

Responsibilities

• Act as an extension of the customer, being a proactive advocate within the organization and the corporate drive towards the accomplishment of their defined goals, objectives for adoption, KPIs, and potential product expansion
• Develop and maintain strong relationships at project, internal sponsor and executive levels
• Drive strategic goals, oversee technical and functional specifications, and generate and maintain detailed implementation plan in partnership with stakeholders
• Establish a trusted/strategic advisor relationship with each assigned customer team and drive continued & expanded use of our products and services to increase customer satisfaction and highest value
• Orientation on providing help, support, best practice, and training: 50% should come from individual efforts and 50% by working through the deep bench of the BirchStreet professional teams
• Be responsible for overall project SOWs and project property level agreements
• Manage and review program timelines, status, milestones and risks
• Lead cross-functional global teams and associated implementation work streams
• Coordinate activities across other areas that may impact the program • Provide governance to monitor/drive stakeholder management and communications
• Develop, prepare, and nurture customers for advocacy and reference-ability
• Work to identify and/or develop upsell opportunities
• Program manage account escalations with a solutions-oriented approach
• Accountable for developing Customer Success strategies aligning their core business strategies to our overarching corporate goals and direction
• Work with marketing to present relevant materials i.e.: case studies, white papers, ROI calculations, etc. that are relevant to the customers future goals
• Help define, design, and deploy customer standards and playbooks for success that would include specific strategies relevant to best practices, etc.
• Make sure that all pertinent information is reported back and documentation attached to the customers account

Requirements

• 3-5 years of account management, customer success management, or program management experience with aptitude in a hospitality or technology setting. Exceptional ability to communicate and foster positive business relationships
• Ability to establish milestones and keep all team members on task
• Excellent communication skills in English, both written and verbal
• Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
• Outstanding written and verbal communication/presentation skills to lead onsite or remote business engagements
• Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customers business priorities and anticipate the customers
• Ability to discuss high-level technical concepts with non-technical stakeholders
• Skilled at driving the deployment of hospitality software products or solutions to large and multifaceted global companies
• Able to thrive and be successful in a remote-first cultur