Manager of Account Strategists, GMS

Job Locations US-FL-Orlando
Job ID
2018-1932
Category
Other

Overview

TravelClick’s Guest Management Solutions is one of the company’s fastest-growing products. GMS is an end-to-end CRM and marketing automation platform, allowing hoteliers to personalize their customer communications and segment their marketing efforts to foster guest engagement and drive incremental revenue.

 

We are looking for a Manager of Account Strategists, GMS to coach and motivate a team of 8-10 GMS Strategists who are responsible for training and ensuring the success of North American-based customers on our platform.   This leader will be responsible for creating, documenting and implementing process and best practices to ensure consistent and superior customer service is provided across the team and by and serving as an escalation point for customer strategy conversations and troubleshooting, as well as being the North American champion of the GMS customer across TravelClick departments.  A successful candidate should have relevant marketing strategy or execution experience, a track record of managing high performing teams and virtual employees, clearly demonstrated customer-first orientation, and excited for the challenge of helping a business scale successfully by implementing new process.  A successful candidate will ensure customers and the North American GMS Account Management team are satisfied and getting value from our product and their experiences, respectively.   

Responsibilities

  • Manage team of 8-10, some in Orlando and some remote
  • Create process to scale account Management Team to drive consistency across accounts and prove product value to customers
  • Collaborate with partners across TravelClick on matters regarding GMS North America customers
  • Provide direct client support services and engagement and act as escalation point
  • Anticipate, understand, and address customer challenges and effectively work toward resolution, resulting in 100% awareness by customer of resolution across team
  • Ensure team is appropriately trained and is training clients on use of the GMS product and services
  • Retain every GMS customer and flag risks and opportunities as appropriate
  • Responsible for the optimal use of purchased products leading to increased value the customer receives from the product and incremental TravelClick revenue opportunities from customer base
  • Supports team in conducting regular account reviews with customers to ensure that customer’s goals and expectations are being met
  • Partners closely with Product, Technology and Operations to suggest continuous improvements to serve our customers
  • Enable team to provide 24/7 support duties (Manage Support Inbox, Support Line, etc.) including communicating outages, ensuring consistent coverage across team, etc.

Qualifications

  • 8-10 years of account management lead, customer support lead, or relevant marketing lead experience
  • Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis
  • Demonstrated record of process establishment and implementation
  • Problem solver who takes initiative to get things done; an enthusiastic go-getter!
  • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure.
  • Analytical mindset: present issues grounded in data and proposes solution
  • Detail oriented with a bias toward action including project management experience
  • Technically literate and comfortable working with web technologies, and desire to build technical knowledge
  • Experience in Marketing and/or hospitality industry preferred
  • BA/BS degree or equivalent work experience

 

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