Account Coordinator

US-FL-Orlando | US-IL-Schaumburg
Job ID
2017-1762
Category
Administrative

Overview

The primary focus of this role is to assist the Account Management team with specific activities related to customer success. Responsibilities range from customer care case escalations and tracking, providing ongoing training to hotels, creating customized reports, assisting with new iHotelier product rollouts, tracking and logging all account activities, creating business reviews and addressing questions from hotels.


The Account Coordinator must be an effective liaison between the various internal departments to include Customer Care, Sales Support, Implementations, Account Management, Sales, as well as all Product groups that include Web Solutions, Reservations, Media, Business Intelligence, GMS and TVS in order to be successful in the role.


The Account Coordinator will work directly with the Account Management team and assigned accounts supported by the Account Management team. This position is responsible for ensuring all specific client deliverables, both internal and external are properly documented, tracked and fulfilled. In this role the Account Coordinator will be providing organizational assistance to the Account Management team by assisting with various administrative tasks.

Responsibilities

  • Lead ongoing client training sessions and webinars
  • Assist with an onboarding process for our iHotelier clients post implementations
  • Create and develop creative materials to be used on the iHotelier platform
  • Create customized client facing ROI and forecasting reports
  • Help monitor and track at risk clients and develop account level action plans
  • Ensures that customer issues are being resolved internally and externally in a timely manner and that all escalated matters are handled with a sense of urgency
  • Develop and maintain a heightened awareness of industry dynamics, emerging opportunities and competitive trends.  Identify and capture trends, and communicate findings to clients and leadership

 

Qualifications

Experience and Qualifications

  • 2+ years of experience in a combination of media, account management, sales, eCommerce, and/or marketing or providing services and solutions to hotels in revenue management
  • Demonstrated ability in ensuring achievement of client objectives and company financial objectives by directing internal product and operations teams
  • Dynamic leader with proven ability to motivate diverse groups of people around a common goal
  • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
  • Exceptional relationship management and account management skills required; escalation management skills are critical
  • Excellent analytical, problem solving and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions
  • Strong overall business and people skills, including planning, presenting 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
  • Strong understanding of customer dynamics and relationship management
  • Proficiency with MS PowerPoint, Word, Excel, and Outlook is required
  • Experience with TravelClick products and hotel industry preferred
  • Knowledge of Salesforce.com preferred
  • Revenue Management skills are a plus

Education

  • Bachelor’s Degree required

 

Travel

  • Up to 20%

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