Account Manager UK & Northern Europe

(Lisbon office)

 

GuestCentric is the leading provider of cloud-based digital marketing software and services that help extraordinary hoteliers enhance their brands, drive direct bookings and connect with their customers and on all digital platforms.

GuestCentric’s award-winning solution provides hoteliers with the only unified solution for managing hotel guests’ online journey: custom-built responsive websites for mobile, tablets and desktops; an integrated booking engine; a social marketing module; and a channel manager to offer rooms on Booking, Expedia, TripAdvisor, Google and hundreds of other channels.

We are extremely proud that GuestCentric was featured on the Skift Travel Tech 250. A report that selected the 250 travel tech companies that are shaping the modern day travel experience.

The development of such a software requires special people who love creative, challenging, and fast-paced environments. We operate at a high energy level, and we value work/life balance, delivering fantastic products, world class customer service, and making a difference in the world of travel.

 

This is a full-time position at Guestcentric’s Lisbon Office.

 

Account Management

  • Operate as the lead point of contact for top Accounts
  • Build and maintain customer relationships
  • Assure customer satisfaction
  • Monthly meetings with Top Accounts to access their needs and present their results
  • Receive incoming calls to help with any doubts

 

Account Manager

Responsible for 30-50 key accounts, assigned to a territory.
Reports to VP/Director of Sales.

 

Objective 1: Increase the value of Super-Key and Key accounts to the company
Measured by: Value of key account contracts, renewal rate

 

  • Provide consultancy and expertise on strategies to increase revenue, market presence/share
    • To advise and enable clients in the best use of the GuestCentric platform and tools/solutions
    • Optimize marketing/distribution strategy and, in addition, the internal operation
  • Report and understand key accounts production, business goals and challenges
    • Prepare production reports 6 times per year
    • Perform bi-monthly meetings to present reports and assess account needs
    • Identify possible roadblocks in terms of improving performance (e.g. bad website, non-cooperative customer) and escalate to Sales as needed (e.g. to upsell additional services or assess overall customer satisfaction from a different perspective)
  • Identify and qualify upselling opportunities in Key accounts
  • Ask for referrals from satisfied accounts

 

Objective 2: Build and maintain a relationship with Super-Key and Key accounts
Measured by: Customer satisfaction surveys, time to close cases

 

  • Central point of contact for Key and Super-Key accounts
    • Unlike “normal” account, key accounts can contact the account manager first, not support
    • Each Account manager will be assigned 30-50 accounts and be their dedicated go-to person (i.e. most inquiries will come as personal emails instead of via support@guestcentric.com)
    • Receive incoming calls and emails to help with any questions or issues
  • Coordinate internal work-flows and quick problem resolution
    • Log cases in Salesforce and resolve or pass on to the relevant department
    • Attend feature meetings and train team on new features/functionalities
    • Be proactive in contacting top accounts on problems/requests follow-ups
    • Follow-up regularly on longer-term requests, especially bug resolution and feature requests
  • Project manage special requests from key accounts
    • Coordinate internal work with teams at GuestCentric
    • Report on progress through successful implementation
    • Escalate internally as needed

 

Objective 3: Grow territory value
Measured by: Maintain territory renewal rate without key accounts above 93%, amount of opportunities generated and qualified

 

  • Perform revenue and performance checks and contact customers
    • React to customer dispute/accounts in trouble
    • Proactively contact customers with a decline in production (list provided by commercial operations)
  • Anticipate renewal problems
    • Run random checks to identify non-performing properties
    • Run regular customer satisfaction surveys and follow-up on negative results of the surveys
  • Qualify upselling opportunities identified by support and/or commercial operations

 

Objective 4: Keep track of industry changes
Measured by: Monthly report on key trends

 

  • Master in detail the functions and features of GuestCentric’s applications, and map them to the customers’ needs
  • Keeps abreast of competition and their strategies to improve customer performance
  • Maintains a curious attitude and searches for self-training tools

 

Requirements:

  • Undergraduate degree or equivalent experience
  • 1-2 years of sales: must have a track record of sales and marketing to a diverse group of customers
  • Highly detail-oriented and always committed to quality
  • Diagnostic and problem-solving skills
  • Strong desire in e-Commerce Sales
  • Microsoft Office proficient: Outlook, PowerPoint, Excel, Word
  • Self-organized, self-motivated and a positive collaborative attitude
  • Strong sense of humor

 

Abilities Required

  • High energy: Passion for selling technology solutions. Enthusiasm, creativity, flexibility and a desire to work in a multi-cultural international team
  • Quick learner: Must be able to absorb unstructured information and thrive in a fast-paced environment
  • Phone/email: Must possess great phone, email and interpersonal skills to provide excellent customer service to customers
  • Responsible and disciplined: Must be able to manage to a multi-step sales process and report results and forecasts accordingly
  • Goals oriented: Efficient time management and working to objectives, goals and deadlines. Able to prioritize, execute and deliver on time
  • English: GuestCentric is an international company. Superior written and oral skills in English required.
  • Spanish: Superior written and oral skills.

 

Desirable

  • International experience
  • Experience with sales force automation tools, i.e. Salesforce.com products or similar
  • A sense of humor
  • Previous experience and network in the designated geography

 

To Apply:

Please send a cover letter and CV to hr@guestcentric.com with the subject line “Position: Account Manager UK & NE“.