Strategic Account Manager

What you will do #LI-Remote

As a Strategic Account Manager at Lighthouse, you will be doing whatever it takes to ensure client success with our products. We’re looking for someone who can offer white-glove service to our very best clients, and go the extra mile to make sure they are having an incredible experience. Strengthening our relationships with customers by building confidence and trust with our clients will be key for this role.

The perfect candidate is a champion in reducing churn and ensuring the highest renewal rate possible. Pursue a growing account footprint and penetration the driving force for an experienced Account Manager at Lighthouse.

This is a strategic role with multiple facets, including data analysis, creative problem-solving, cross-team collaboration, and next-level product knowledge. If you are solutions-focused, customer-obsessed, and have experience building excellent relationships with sophisticated clients, we would love to talk to you!

Where you will have impact

• Drive customer retention and maximise renewal rates.
• Expand account footprint and penetration through strategic account planning and project management.
• Conduct Quarterly Business Reviews (QBRs) for major accounts and Health Checks for smaller clients.
• Regularly train customers and update them on new features.
• Work closely with Business Development Managers to optimise and strengthen strategies for large accounts.
• Proactively interface with various teams to address customer issues.
• Identify growth opportunities within territories, enhancing revenue from existing accounts.
• Maintain frequent communication with clients, including feedback calls and account reviews.
• Accurately log and update customer interactions in Salesforce.

About our team

Our Customer Growth team is a closely collaborative team of 28 professionals from around the world. Led by one of the founders of Lighthouse, our team focuses on nurturing client relationships. The team is divided into 2 regions (North America & Latam, EMEA and APAC) with a regional manager heading each region. Our team has two primary objectives: retain clients' business and grow those opportunities. They accomplish these objectives by learning what their clients' goals are and helping their clients achieve them. Our team has a strong hospitality background and understands the importance of delivering exceptional customer experiences.

What’s in it for you?

• Join a high-performance, market-leading technology team.
• Opportunities for growth and development in a rapidly expanding company.
• Comprehensive training and development programs.

Who you are

• Minimum 3-5 years experience in a combination of revenue management, and/or marketing/sales or providing services and solutions to hotels in revenue management, and/or marketing/sales.
• In depth understanding of the hotel industry landscape.
• Strong ability to communicate effectively with C-Level executives.
• Skilled in multitasking, pressure handling, and achieving both client and company financial objectives.
• Excellent analytical, problem-solving skills and troubleshooting skills.
• strong overall business and people skills, including presentation and sales skills.
• Self-motivated, goal-oriented, think and act collaboratively.
• Proficiency in Excel, MS Word, PowerPoint, Salesforce; knowledge of Global Hotel Chains systems (PMS/CRS/RMS) is a big plus.
• Proficiency in English; and any other Asian language is a plus.