Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:- Hire the best people around the world;- Emphasize the value of results over hours put in;- Provide flexibility in working hours and locations;- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.Together we're on a mission to power every property in the world, and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar **Director of Account Management**.If you're a strategic mastermind with a passion for SMBs, then this role is calling your name! We need someone who thrives on driving high retention rates, implementing cutting-edge best practices, and igniting growth within the SMB customer segment. As our **Director of Account Management**, you'll be at the forefront of shaping the customer experience, ensuring top-notch client satisfaction, and skyrocketing the lifetime value of our customers.Join us on our mission to redefine hospitality tech and create unforgettable experiences for SMBs worldwide. If you're ready to make waves in the industry and be part of something truly special, then jump on board and let's make magic happen together!**Location**: NORAM + LATAM (Remote)**What You Will Do**:- Drive the development and execution of a vibrant metrics-driven strategy tailored to our SMB segment, igniting retention rates and turbocharging revenue growth.- With a keen eye on KPIs and a knack for tracking account health, you'll harness the power of data analytics to unlock valuable insights and fine-tune our account management practices for optimal performance.- Bring your creativity to the table as you craft proactive retention strategies brimming with personalized engagement and advocacy programs, all designed to elevate customer lifetime value to new heights.- Join forces with our dynamic Sales, Marketing, and Product teams to uncover exciting upsell opportunities, fueling revenue growth and cultivating a culture of customer success and advocacy that's second to none.- Become the maestro of best practices in SMB account management, creating a symphony of streamlined onboarding processes, seamless communication protocols, and escalation workflows that ensure our clients feel truly valued.- As a mentor extraordinaire, you'll guide our Account Managers to deliver unforgettable customer experiences, keeping a finger on the pulse of industry trends and continuously refining methodologies to exceed the ever-evolving needs of our loyal customers.- Seamlessly synchronize efforts across our teams throughout the customer journey, fostering collaboration between Sales, Marketing, Product, and Support departments to deliver a customer experience that's nothing short of extraordinary.- Be the voice of our customers, championing their needs and aspirations to shape our product roadmap and drive go-to-market strategies that propel acquisition, retention, and expansion within the SMB segment to exhilarating new heights.**You'll Succeed With**:- 5+ years of leadership experience, with proven success leading managers- 5+ years of experience in high growth sales, account management, or relevant product roles- Proven ability to work with and influence cross-functional teams and departments in a rapidly growing environment- Proven success driving high retention, revenue growth, and customer satisfaction in the SMB segment, with a focus on metrics and data-driven decisions.- Deep understanding of SMB customer needs, pain points, and buying behavior, with the ability to tailor account management strategies accordingly.- Strong leadership and team management skills, with the ability to inspire and motivate a high-performing team in a fast-paced, dynamic environment.- Excellent communication, presentation, and interpersonal
