Account Management Lead

Title: Account Management Lead (REMOTE)

Location: Global

Job Description:

Cloudbeds is the leading platform redefining the concept of PMS for the hospitality industry, serving tens of thousands of properties in more than 150 countries worldwide. Built from the ground up to be masterfully unified and scalable, the award-winning Cloudbeds Platform brings together built-in and integrated solutions that modernize hotel operations, distribution, guest experience, and data & analytics.

Behind the Cloudbeds platform is a growing team of 750+ employees distributed across 40+ countries speaking 30+ languages. We are engineers and designers, hotel managers and travel agents, and experts on everything from big data to e-commerce to compliance. The Cloudbeds team comprises the brightest minds in technology and hospitality working to solve the industry’s biggest challenges.

From the beginning, we’ve believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values and tenets that allow our team to thrive.

This means we:

• Embrace Remote First, Remote Always culture
• Hire the best people around the world;
• Prioritize our customers and results over titles
• Foster an inclusive culture that celebrates bold thinking and diverse perspectives;
• Offer open vacation time, flexible paid holidays, and company-wide mental health days;
• Provide access to professional development, including manager training, upskilling and knowledge transfer, and free access to LinkedIn Learning and other platforms

The Account Management 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 with a preference for candidates based in NORAM or LATAM

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, 1-1s, 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 ons to sell, consultative selling practices and industry trends.
• Encourage a culture of continuous learning and professional development within the team.
• Handle escalations from the AMs working closely with internal teams to deliver optimal solutions.
• Assist AMs 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.

You’ll Succeed With:

• 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, CRMs 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)

Compensation: For candidates based in the US you can expect your compensation to be between $93,000 – 113,000 USD depending on skills and experience.

#LI-MM1

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out!

• Best Places to Work | HotelTechReport (2018-2023)
• Best PMS | HotelTechReport (2021-2023)
• Technology Fast 500 | Deloitte (2023)
• Fastest Growing Companies | Inc. 5000 (2022)
• Best Startup Employers | Forbes (2022)
• Best Remote Companies to Work | BuiltIn (2022)

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at accomodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.