Account Manager

The Role - Remote North America (US, Canada and Mexico)

The BirchStreet Account Manager (AM) is responsible for the success of BirchStreet Systems (BSS) and the success of our major accounts, including the ReactorNet platform. Account managers work directly with assigned clients to understand and be an expert on their use of BirchStreet and their business goals of achieving value from the platform. As a result, the AM functions as the Voice of the Customer within BirchStreet to translate, advocate, and advise internal stakeholders; as well as serving as the client's primary point of contact with BSS. The role is focused on successful outcomes, business value achievement, critical thinking, risk/opportunity management, stakeholder engagement, and the ability to deliver solutions. Account Managers work closely with internal stakeholders, cross functional teams, and technical resources to achieve success across the customer lifecycle. This role will require the ability to facilitate the execution of business activities that take customers from newly signed contracts through implementation to satisfied customers operating at steady-state long term. Additionally, this role will have a special focus on increased adoption, client retention, and management of customer escalations. Success is measured by business outcomes, client satisfaction, and smooth system operation. This role will report to our VP of Account Management.

Responsibilities

· Act as an extension of the customer, being a proactive advocate within the organization and the corporate drive towards the accomplishment of their defined goals, objectives for adoption, KPIs, and potential product expansion

· Develop and maintain strong relationships at project, internal sponsor and executive levels

· Drive strategic goals, oversee technical and functional specifications, and generate and maintain detailed implementation plan in partnership with stakeholders

· Establish a trusted/strategic advisor relationship with each assigned customer team and drive continued & expanded use of our products and services to increase customer satisfaction and highest value

· Orientation on providing help, support, best practice, and training: 50% should come from individual efforts and 50% by working through the deep bench of the BirchStreet professional teams

· Be responsible for overall project SOWs and project property level agreements

· Manage and review program timelines, status, milestones and risks

· Lead cross-functional global teams and associated implementation work streams

· Coordinate activities across other areas that may impact the program

· Provide governance to monitor/drive stakeholder management and communications

· Develop, prepare, and nurture customers for advocacy and reference-ability

· Work to identify and/or develop upsell opportunities

· Program manage account escalations with a solutions-oriented approach

· Accountable for developing Customer Success strategies aligning their core business strategies to our overarching corporate goals and direction

· Work with marketing to present relevant materials i.e.: case studies, white papers, ROI calculations, etc. that are relevant to the customer's future goals

· Help define, design, and deploy customer standards and playbooks for success that would include specific strategies relevant to best practices, etc.

· Make sure that all pertinent information is reported back and documentation attached to the customer's account

Requirements

· 3-5 years of account management, customer success management, or program management experience with aptitude in a hospitality or technology setting. Exceptional ability to communicate and foster positive business relationships

· Ability to establish milestones and keep all team members on task

· Excellent communication skills in English, both written and verbal

· Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn

· Outstanding written and verbal communication/presentation skills to lead onsite or remote business engagements

· Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer's business priorities and anticipate the customer's

· Ability to discuss high-level technical concepts with non-technical stakeholders

· Skilled at driving the deployment of hospitality software products or solutions to large and multifaceted global companies

· Able to thrive and be successful in a remote-first culture; in office locations are supported