Cloudbeds
hospitality technology
AccountManagementTeamLeadNORAM
“Account Management Team Lead - NORAM at Cloudbeds. Skills: leading and coaching a team of Account Managers, driving customer retention, developing people, solving complex customer challenges. Lead, coach, and develop a team of Account Managers across NORAM. Monitor and report on team performance, KPIs, and customer health metrics”
What You'll Achieve.
delivering exceptional customer outcomes across North America; build stronger customer relationships; hit retention goals; improve retention and reduce churn across the portfolio
Industry & Context.
solving complex customer challenges; problem-solving and conflict resolution skills; ability to handle escalated customer situations professionally
What They're Looking For.
Must Have
3+ years of experience in hospitality or hospitality technology, with a foundation in hotel operations, 2+ years of experience leading and managing a team, proven experience leading and managing a customer success or account management team, Deliver exceptional communication and interpersonal skills, Show analytical mindset, Demonstrate problem-solving and conflict resolution skills, Self-motivated and thrives in a fast-paced, results-driven remote environment with excellent time and project management skills
Nice to Have
Experience with SaaS platforms or hospitality technology — PMS, RMS, channel managers, or similar — either as a user or in a customer-facing tech role, Familiarity with Salesforce, Zendesk, or similar CRM and support tools, Prior experience in a people leadership role within a hospitality technology or SaaS company
What You'll Do.
and develop a team of Account Managers across NORAM
Monitor and report on team performance
and customer health metrics
Handle escalations and support AMs through complex customer situations
Drive a culture of continuous learning
Collaborate cross-functionally with Product
Analyze customer data and feedback to identify patterns and proactively surface initiatives that improve retention and reduce churn
Participate in cross-departmental team lead meetings
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with Product, Partnerships, and Marketing; Participate in cross-departmental team lead meetings to stay synchronized, share feedback, and represent your team's needs at a leadership level
Communication Scope
exceptional communication and interpersonal skills; able to present and influence credibly at all levels
Process & Methodology
excellent time and project management skills
Applying for this Account Management Team Lead - NORAM role?
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