Responsibilities
- Drive Revenue & Retention: Meet and exceed assigned monthly and quarterly retention and revenue goals. You will be directly responsible for protecting our core revenue while identifying and closing opportunities to achieve a high ROI on your portfolio.
- Ensure Customer Success: Guarantee world-class customer satisfaction through diligent, proactive follow-ups. You will act as the bridge between the client’s operational needs and OpenTable’s technology, ensuring every hotel in your 'bucket' is fully optimized and supported.
- Maintain Operational Excellence: Document all client communications and activities within CRM (Salesforce) to provide accurate productivity reports. You will use these insights to report on account health and progress toward KPIs to senior leadership.
- Subject Matter Expertise: Maintain a detailed, expert-level understanding of the company's full suite of solutions, including table management platforms and online marketing tools. You must be able to demonstrate how these tools solve complex C-suite challenges.
- Strategic Market Intelligence: Provide consistent market feedback to the Product and Marketing teams. You will act as the 'Voice of the Customer,' identifying trends and feature requirements from the field to influence our global product roadmap.
- Cross-Functional Collaboration: Assist Hotels Account Executives and Inside Sales Representatives as needed to ensure a seamless transition from 'signed' to 'live.' You will support the broader sales ecosystem to accelerate revenue recognition and support new business rollouts.
Requirements
- 5+ years of Account Management or equivalent experience, ideally within a B2B SaaS or high-growth hospitality technology environment.
- Proficiency in Google Suite and CRM solutions like Salesforce is preferred.
- Outstanding negotiating and communication skills.
- An aptitude for data-driven business decisions and the ability to reframe a client's view of their business through insights and industry trends.
- Proven ability to work under pressure, meet ambitious goals, and manage multiple priorities simultaneously.
- Anticipate 30-50% travel depending on location to engage in on-site client meetings, performance reviews, and industry events across the EMEA region.
Nice to Have
- Business-Fluent German is strongly preferred to support customers with clarity and cultural awareness.
- A genuine passion for the hospitality industry and technology; prior restaurant management or F&B sales experience is a significant plus.
Benefits
- Work from (almost) anywhere for up to 20 days per year
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Annual company-wide week off - the whole team fully recharges (and returns without a pile-up of work!)
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
Additional Information
- You will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters.
