Account Manager Cancún - Quintana Roo - Tambourine

Descripción

Tambourine is one of the fastest-growing hospitality & tourism marketing firms. Combining best-in-class tech with creative design, we revolutionize e-commerce for hotels, resorts and destinations.

We are seeking for a Bilingual Account Manager to join our team in Cancun (Zona Hotelera) for our business unit Reserv (booking engine). Our ideal candidate is analytical, strategy focused, detail oriented, and a great multi-tasker.

Find us at

This is an On-site position at our Cancun Office.

This role is pivotal in building strong relationships with hotels, proactively addressing their needs, and identifying opportunities to increase revenue production, upsell, and cross-sell. By maintaining open lines of communication and ensuring clients fully leverage the company's products and services, the candidate will contribute directly to revenue growth and client satisfaction. This role does not have a team in charge.

WHAT WE NEED

• Knowledge of current marketing trends and tactics
• At least +5 years of previous experience in the hospitality field, in customer success, account management.
• Proficiency in English & Spanish
• Ability to build trust and rapport with clients, acting as their advocate within the company.
• Ability to break down complex information and make data-driven recommendations to clients and internal teams.
• Experience using CRM systems
• Ability to conduct product demonstrations and training sessions, ensuring clients can maximize the product's value.
• Experience in managing multiple client accounts simultaneously, with the ability to prioritize tasks based on urgency and importance.
• Comfortable discussing additional products, services, or features with clients to help them achieve better results while driving revenue growth.
• Willingness to continually learn about new industry trends, best practices, and tools that can enhance client success.
• Ability to empathize with clients, ensuring they feel heard and supported throughout their journey with the company.

RESPONSIBILITIES

• 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 potential 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, 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 of issues 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, working to reduce churn and ensure 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.
• Any other tasks as assigned by the manager.
• Key Attributes:
• Self-motivated with a passion for sales and customer service
• Strong problem-solving abilities and a proactive approach
• Ability to manage multiple priorities in a fast-paced environment
• Positive attitude and team-oriented mindset

Equal Opportunity Employer:

Tambourine does not discriminate and prohibits discrimination and harassment against any employee or job applicant based on race, color, religion, gender, gender expression, sex, sexual orientation, age, marital status, national origin, disability, genetic information, pregnancy, military status, or any other protected characteristic as outlined by state, or local laws, in the process of hiring, retention, or the promotion of the employee.