Account Manager

Job description

At Kalibri Labs, we have set out to change the hotel industry for the better! Our mission is bold, and we are looking for passionate, energetic and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. Named a 2017 Rockville Key Company, and a Greater Washington Innovation Awards Finalist, Kalibri Labs is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

Reporting to the Manager/Director of Account Management, the Account Manager will work closely with the Sales Leaders, Executive Team, Marketing, and Client Support on a daily basis to retain and grow existing business and to ensure delivery of value to the client to drive their business outcomes.

Primary Responsibilities:

• Client Relationship Management: Strategically build and maintain strong, long-lasting relationships with clients, serving as their primary point of contact.
• Onboarding and Training: Guide new clients through the onboarding process, ensuring they are fully trained and comfortable using our platform.
• Customer Success: Monitor client usage and satisfaction, proactively addressing any issues and providing solutions to enhance their experience.
• Customer Engagement: Manage and execute virtual and in-person formal and informal customer engagement e.g. “coffee and catch-up”, Business Reviews or attendance at customer or industry events
• Upselling and Cross-Selling: Identify opportunities to upsell and cross-sell additional features and services to existing clients – collaborating with sales to drive the opportunities
• Feedback and Improvement: Gather client feedback and work with internal teams to drive product improvements and enhancements.
• Reporting and Analysis: Provide regular reports and analysis on account performance, client satisfaction, and other key metrics.
• Collaboration: Work closely with sales, product, and support teams to ensure a seamless client experience.

Qualifications:

• Bachelor’s degree in Hospitality management, or related field
• 5+ years proven experience in account management roles within a startup organization in hospitality, Saas and/or Data as a Service 
• A strong sales track record of consistently meeting and/or exceeding retention or NPS quota 
• Strong experience and understanding of revenue management / hospitality industry and its unique processes and challenges
• Excellent communication and interpersonal skills. Ability to build and operate strong, lasting relationships at multiple levels: interact with revenue managers through to General Managers and E/C Suite executives. Great interpersonal and communication skills and high overall emotional intelligence
• Proven track record of developing account plans
• Ability to quickly understand and successfully promote business solutions identifying business need and selling value
• Ability to manage multiple accounts and prioritize tasks effectively
• Creative thinker and problem solver who can come up with and present unique solutions or recommendations – strong analytical and problem-solving skills. Dedicated to quality and accuracy
• Industry experience - knowledge of sales and customer services practices in a SaaS company
• Technical aptitude and the ability to learn software programs
• Revenue management / industry data aptitude 
• High level of aptitude in Salesforce.com, MS Suite (Excel, PowerPoint and Word)
• Acts with urgency and is fanatically focused on delightful customer experiences
• Networker: ability to network and build relationships within the industry through events and trade shows
• Bachelor’s Degree required

10-15% Travel required
Job Type: Full-time