The Account Manager (Digital Alchemy) is the customer advocate within TravelClick and serves as the primary point-of-contact for customers. The objective of the Account Manager is to understand client needs/objectives, develop strategies and work in unison with our internal TravelClick teams to execute against the projects and campaigns. The Account Manager must have a deep understanding of the TravelClick portfolio of products and the hospitality industry in general. The Account Manager works directly with their assigned group of customers to grow customer's revenues as well as the revenues of TravelClick.
The Account Manager is responsible for the successful on-boarding and steady state management of customers within assigned portfolio. The Account Manager is expected to ensure that their customers are gaining full benefit of the TravelClick products purchased as well as to identify opportunities where other TravelClick products may meet the needs of the customer. The Account Manager is responsible for regularly providing their customers with proactive information on ways to optimize the use of the TravelClick products which ultimately leads to improved revenue to the Account Manager's customers and TravelClick. The Account Manager also serves as an escalation point for their customers for concerns pertaining to services purchased.
The Account Manager will be evaluated on the overall performance of their assigned portfolio (i.e., revenue generation), customer retention and customer satisfaction/loyalty ratings.
Responsible for total account management function serving as the central point of contact for domestic and international customers
Responsible for all customer communications, conflict resolution and compliance on contractual deliverables
Provide revenue management strategies in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively
Oversee the development of the integrated business plans per property taking into consideration items such as booking patterns, customer profiles, competitive sets and all demand marketing channels
Responsible for the successful on-boarding and on-going delivery of services to assigned customer base
Reviews all major deliverables to ensure quality standards and expectations are met
Responsible for the optimal use of purchased products leading to increased revenue from customer base
Conducts regular account reviews with customers to ensure that customer's goals and expectations are being met
Ensures that the customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency
High School Diploma/GED required
1-3 years' experience in either account management, marketing/sales, revenue management, or hotel eCommerce
Computer proficiency in Outlook, Excel, MS Word, PowerPoint (intermediate)
Knowledge of Salesforce
Bachelor's degree preferred (e.g., business, marketing, hospitality leadership, etc.)
Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
Demonstrated ability to provide exceptional customer service
Detail oriented with a bias toward action (project management experience preferred)
Demonstrated ability in ensure achievement of client objectives and company financial objectives through understanding of client objectives and influencing and directing internal product and operations teams
Excellent analytical, problems solving and troubleshooting skills ability to define problems, collect data, establish facts and draw conclusions
Strong overall business and people skills, including planning, presentation skills and business acumen
Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis
Excellent written and verbal communication skills
Self-motivated, goal oriented, and able to work in a team environment
EEO Statement"All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status."