Account Manager, International - APAC

• Develop long-lasting client relationships through regional travel for in-person visits, regular calls, scheduled account reviews, networking events, and educational webinars
• Plan, prepare, and execute customer webinars, including topic strategy, content development, dry runs, delivery, and post-webinar follow-up to drive adoption
• Travel on short notice for high-impact onsite support, including churn prevention, training, strategic enablement, or pre-sales partnership
• Create and deliver product documentation as needed to explain features, best practices, workflows, and practical workarounds by use case
• Translate industry knowledge, customer insights, and data into clear outlines and polished slide decks for onsite events and educational webinars
• De-escalate and resolve conflicts with empathy and creativity, keeping outcomes aligned to both customer goals and Tripleseat standards
• Advocate for customers by capturing feedback, identifying patterns, and partnering with internal teams to improve product and customer experience
• Leverage ChurnZero and Salesforce to document touchpoints, monitor customer sentiment, and proactively surface risks and opportunities
• Maintain strong account health by executing customer journeys and plays that reinforce best practices and increase usage of sticky features and add-on products
• Own monthly KPIs for customer engagement (e.g., online meetings, account reviews, and onsite visits)
• Fulfill monthly CSQL quota by identifying expansion opportunities, qualifying customer needs, and partnering with Sales to progress add-on pipeline through close
• Lead pricing discussions, including renewals, discounting, and contract term negotiations (term length, billing cadence, add-ons, etc.)
• Conduct recurring account reviews to assess satisfaction, align on goals, and create clear adoption and success plans
• Leverage AI tools and automation to enhance productivity, streamline account management tasks, improve communication quality, and drive more strategic customer engagement
• Become a product expert for Tripleseat and its full range of features, capabilities, and benefits
• Communicate directly with customers to understand and troubleshoot questions and issues to ensure success and resolution
• Assist customers through multiple channels (Zendesk tickets, phone calls, chat, and Zoom)
• Work closely with other departments (Sales, Billing, Support, Onboarding, Product) to achieve overall customer success and retention
• Assist in training and demoing new Tripleseat products, while also contributing to the development of new resources and webinars
• Provide product documentation (written and video) to explain feature functionality, best practices, and to demonstrate use cases
• Use a consultative approach and transform industry knowledge, best practices, and previous experience into compelling outlines and slide decks for in-person and virtual presentations
• Establish credibility as a trusted advisor and industry voice by sharing insights, tracking trends, and engaging meaningfully with the community
• Understand the impact Tripleseat has on businesses and the industry, actively seeking customer feedback for product improvement

• Minimum of 5 years of experience in the hospitality industry, preferably in event management
• Working knowledge of Tripleseat or a similar event management tool (required)
• Existing strong hospitality connections in your local community with other event managers
• Problem solver who is self-motivated & driven to excel
• Excellent communicator (written & verbal) with the ability to engage diverse audiences
• Passion for technology with a natural curiosity for how things work
• Strong empathy, customer-first mindset, and a solid sense of humor
• Ability to travel to support and engage customers (could be up to 50% in a single month)

Employees may also be eligible for an annual bonus or commission