Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Account Manager based in Spain.

This is a customer-focused opportunity for an experienced Account Manager to build and grow strategic relationships across the hospitality technology sector.

You’ll manage a portfolio of customers, helping them achieve their business objectives while driving engagement, retention, and account growth.

The role combines consultative relationship management with data analysis, strategic guidance, customer advocacy, and commercial opportunity identification.

You’ll serve as a trusted partner, helping customers optimise their use of technology and translate their goals into measurable success outcomes.

Working with international customers, you’ll collaborate closely with Sales, Support, Product, Marketing, and Design teams to deliver an excellent customer experience.

The environment is remote-first, fast-paced, and growth-oriented, offering significant autonomy and opportunities to influence customer strategy.

Experience across the European hospitality market, particularly in customer-facing hospitality or hospitality technology roles, will position you strongly for success.

Accountabilities

• Own and proactively manage a portfolio of strategic customer accounts, building trusted, long-term business relationships.
• Define customer success outcomes collaboratively and develop strategies to help customers achieve their operational and commercial objectives.
• Act as the primary point of contact for assigned customers, coordinating questions, requests, and escalations across relevant internal teams.
• Drive customer retention and net dollar retention by identifying expansion opportunities and implementing proactive churn-reduction strategies.
• Use a consultative approach to increase product adoption, engagement, customer loyalty, and package growth.
• Analyse customer data and usage patterns to identify opportunities to improve utilisation, engagement, and business performance.
• Identify and develop upsell opportunities for additional products and services based on customer needs and business objectives.
• Manage strategic customer escalations and help resolve complex issues related to the effective use of the platform.
• Review customer feedback, complaints, and concerns, identifying opportunities to improve the overall customer experience.
• Maintain a strong understanding of products, services, and system updates in order to provide relevant recommendations and guidance.
• Gather customer feedback, requirements, and insights to inform future product improvements and releases.
• Partner with Sales, Support, Product, Marketing, Design, and other teams to communicate customer needs, opportunities, and risks effectively.
• Act as a strategic advisor by applying hospitality industry knowledge to recommend ways customers can optimise technology and improve their business outcomes.
• Stay current on hospitality industry trends, commercial strategies, and best practices to provide relevant and forward-looking guidance.

Requirements:

• Proven experience in account management, customer success, relationship management, or a comparable customer-facing role.
• 5+ years of experience in a customer-facing hospitality environment, such as hotel operations, front office, hotel sales, revenue management, hospitality technology, or a related field, is highly desirable.
• Experience using a property management system (PMS) or hospitality technology platform, either as an end user or from the technology/vendor side.
• Experience managing accounts across European hospitality markets is a significant advantage.
• Exceptional communication and relationship-building skills, with the ability to establish trust and maintain strong business partnerships.
• Demonstrated ability to communicate, present, negotiate, and influence effectively with stakeholders at different organisational levels.
• Strong consultative selling and commercial skills, with the ability to identify customer needs and translate them into expansion opportunities.
• Strong analytical capabilities and confidence using customer data to identify trends, risks, opportunities, and engagement improvements.
• Excellent listening, presentation, organisation, and project management skills.
• Ability to manage multiple accounts, priorities, and projects independently while maintaining a high level of attention to detail.
• Strong problem-solving skills and the ability to understand customer concerns, troubleshoot issues, and coordinate effective resolutions.
• Self-motivated, proactive, and comfortable working autonomously in a remote, results-driven, and fast-growth environment.
• Adaptable, reliable, and mature, with a genuine passion for building long-term customer relationships.
• Comfortable working across multiple European markets and communicating primarily in English.
• Professional-level French fluency, with the ability to confidently lead customer meetings and business conversations in French, is desirable.

Benefits:

• Remote-first and remote-always working environment.
• Flexible working arrangements suited to a distributed international team.
• Paid time off in accordance with local labour requirements.
• Monthly Wellness Fridays, providing an extra-long weekend each month.
• Fully paid parental leave.
• Home office stipend based on country of residence.
• Access to professional development courses through an internal learning platform.
• Opportunities for management training, upskilling, knowledge sharing, and professional development.
• Opportunity to work with customers across international hospitality markets.
• High degree of autonomy and ownership within a fast-growing, globally distributed environment.
• Opportunity to contribute to the transformation of hospitality through modern technology and AI-enabled solutions.