Account Manager - Reserv

• Revenue Growth: Identify opportunities for upselling and cross-selling additional services or products, contributing to overall revenue growth from existing clients
• Client Retention: Proactively nurture and manage client relationships, ensuring high levels of satisfaction, engagement, and retention. Anticipate challenges and provide solutions to foster long-term loyalty and minimize churn
• Client Communication: Continuously enhance communication strategies, ensuring clients are well-informed, supported, and engaged with the company’s offerings
• Client Onboarding: Oversee a seamless onboarding process for new clients, ensuring a strong foundation for success and long-term relationships
• Client Training: Design and deliver comprehensive training programs to educate clients on the effective use of products and services, maximizing their value
• Account Reviews: Conduct regular account reviews to assess performance, address concerns, optimize conversion, and identify opportunities for additional value creation and product utilization
• Problem Resolution: Serve as the primary point of contact for client escalations, ensuring prompt and effective resolution by collaborating with internal teams
• Customer Relationship Development: Act as the key liaison for hotels after the sale, building strong, trusting relationships by understanding each hotel's specific needs and goals
• Product Usage Optimization: Analyze how hotels are using products, offering suggestions to improve efficiency, ensure full utilization of features, and maximize benefits
• Retention and Renewal Management: Proactively manage contract renewals, reducing churn and ensuring client satisfaction by addressing concerns before they escalate
• Customer Feedback: Collect and analyze customer feedback, sharing insights with product and development teams to influence product improvements and future features
• Cross-Department Collaboration: Work closely with sales, support, and technical teams to ensure a seamless and positive experience for hotel clients, facilitating adoption and satisfaction
• Reporting and Strategy Development: Prepare detailed reports on client account status and feedback, using insights to develop retention strategies and improve client outcomes
• Additional Duties: Test new features before going live to ensure quality and perform any other tasks as assigned by the manager

• At least 3 years of experience in hospitality, customer success, account management, or a related field
• Excellent verbal and written communication skills in English
• Spanish is a plus
• Ability to build trust and rapport with clients, acting as their advocate within the company
• Skilled at breaking down complex information and making data-driven recommendations
• Comfortable using CRM systems
• Experience conducting product demonstrations and training sessions to maximize client value
• Proven ability to manage multiple client accounts simultaneously, prioritizing tasks effectively
• Comfortable discussing additional products, services, or features with clients to help them achieve better results while driving revenue growth
• Willingness to continually learn about industry trends, best practices, and tools that enhance client success

Spanish is a plus

• Medical insurance (base option 100% paid by Tambourine)
• Dental & vision insurance
• 401K
• Life & long-term disability insurance (100% paid by Tambourine)
• Additional life & short-term disability insurance
• Pet insurance
• Generous paid time off
• Twelve paid holidays
• Six work-from-home days per month
• Additional PTO for recreational stays at client properties
• Creative work atmosphere and culture
• Tri-Rail commuter discount