Account Management Team Lead - NORAM

📋 Description

• • **Leading a High-Impact Account Management Team in Hospitality Technology**
• • This role is pivotal at Cloudbeds, a company transforming the hospitality industry with an AI-powered platform used by properties in 150 countries. As the **Account Management Team Lead for NORAM (North America)**, you will not only oversee a team of Account Managers but also shape the strategic direction of customer success, retention, and growth. Your leadership will directly impact the success of hoteliers—from independent properties to large groups—by ensuring they maximize the value of Cloudbeds’ unified platform. This is a unique opportunity to combine your passion for hospitality, technology, and people development in a fully remote, high-growth environment.
• • **Day-to-Day Responsibilities: Driving Team Performance and Customer Success**
• • **Lead, Coach, and Develop a High-Performing Team**: You will be responsible for setting clear goals, conducting regular 1:1s, and providing performance reviews to a team of Account Managers. Your leadership will foster an environment where team members grow professionally and deliver their best work, ensuring they are equipped to handle complex customer relationships.
• • **Monitor and Report on Team Performance**: Track and analyze key performance indicators (KPIs) and customer health metrics, presenting insights to senior leadership. You will identify trends, opportunities, and risks, ensuring the team remains aligned with company goals and customer needs.
• • **Handle Escalations and Complex Customer Situations**: Act as the final point of escalation for high-stakes customer conversations, including renegotiations, exceptions, and retention challenges. Your expertise will guide Account Managers through difficult scenarios, ensuring customer satisfaction and long-term loyalty.
• • **Drive Continuous Learning and Industry Expertise**: Keep your team sharp on Cloudbeds’ platform capabilities, hospitality industry trends, and consultative advisory best practices. You will ensure the team remains knowledgeable about new product features, integrations, and industry shifts to provide strategic guidance to customers.
• • **Collaborate Cross-Functionally**: Work closely with Product, Partnerships, and Marketing teams during new product pilots, platform improvements, and integration launches. Your input will help shape the customer experience and ensure seamless adoption of new features.
• • **Analyze Customer Data to Improve Retention**: Leverage customer feedback and data to identify patterns, proactively surface initiatives to reduce churn, and enhance retention. Your analytical skills will drive data-informed strategies that benefit both customers and the business.
• • **Represent Your Team at Leadership Level**: Participate in cross-departmental team lead meetings to share feedback, advocate for your team’s needs, and ensure alignment with broader company objectives. Your voice will help shape the future of Cloudbeds’ customer success strategy.
• • **About Cloudbeds: A Remote-First, Global Innovator**
• • Cloudbeds is a trailblazer in hospitality technology, powering properties across 150 countries with an intelligently designed platform that processes billions in bookings annually. Since its founding in 2012, Cloudbeds has earned accolades such as the **World’s Best Hotel PMS Solutions Provider** and a spot on **Deloitte’s Technology Fast 500** for 2024. The company operates with a fully remote team of 650+ employees across 40+ countries, speaking 30+ languages. Cloudbeds is not just building software—it’s redefining hospitality by leveraging AI and cutting-edge technology to solve the industry’s biggest challenges. The Account Management team is the engine of customer success, a diverse and collaborative group that thrives in a fast-paced, results-driven environment.
• • **What You’ll Achieve: Career Growth and Industry Impact**
• • **Develop Leadership Skills in a High-Growth Environment**: This role offers the opportunity to refine your leadership abilities, from coaching and mentoring to strategic decision-making. You will grow into a leader who inspires and empowers a team to achieve exceptional results.
• • **Shape the Future of Hospitality Technology**: Your work will directly influence how hoteliers operate, from independent properties to large groups. By driving customer success, you’ll play a key role in expanding Cloudbeds’ impact on the trillion-dollar hospitality industry. You’ll collaborate with some of the brightest minds in tech, contributing to AI-driven solutions that revolutionize how hotels manage operations and commercial strategies.
• • **Build a Career in a Mission-Driven Company**: Cloudbeds is committed to innovation, inclusion, and excellence. As a leader, you’ll have the chance to work alongside a diverse, global team that values collaboration, continuous learning, and making a tangible difference in the world of hospitality.