Associate Director - Customer Success

Overview

RateGain Travel Technologies Limited is a global leader in AI-driven SaaS solutions specializing in travel and hospitality sectors. Partnering with over 13,000 customers and 700 partners across more than 160 countries, RateGain accelerates revenue growth for its clients through strategies focused on acquisition, retention, and expanding wallet share. As one of the largest processors of electronic transactions, price data, and travel intent worldwide, RateGain supports revenue management, distribution, and marketing teams across various hospitality segments, including hotels, airlines, travel management companies, and others. Established in 2004 and headquartered in India, the company serves several top-tier global hotel chains, airlines, car rentals, and other travel organizations.

Role Summary

The Associate Director – Account Management role, based in Saudi Arabia, is pivotal to managing strategic hotel accounts and enhancing revenue growth through expansion, cross-selling, and upselling within RateGain's extensive product suite.

Key Responsibilities

• Oversee and cultivate a portfolio of key hospitality accounts in Saudi Arabia to ensure exceptional customer satisfaction, retention, and contract renewals.
• Generate revenue growth by identifying and pursuing cross-sell and upsell opportunities across RateGain's Distribution, Marketing, and Business Intelligence products.
• Establish and maintain strong relationships with decision-makers in revenue, distribution, commercial, marketing, and operations departments within client hotel organizations.
• Formulate and implement strategic account growth plans in alignment with clients' goals, leading commercial negotiations, solution presentations, and deal closures.
• Meet quarterly and annual revenue objectives through diligent account planning, pipeline oversight, and by serving as a trusted customer advisor.
• Collaborate internally and represent RateGain at industry events; maintain precise forecasts, detailed account plans, and leverage market intelligence.
• Analyze account performance metrics to detect risks and growth opportunities, initiating proactive measures to maximize client value and business expansion.
• Identify and nurture new contacts within existing customers to broaden RateGain’s influence and strengthen longstanding partnerships.

Knowledge and Expertise Required

• Deep commercial understanding of B2B SaaS business models, enterprise account management, and revenue growth tactics.
• Strong knowledge of the travel, hospitality, and hotel technology landscape, particularly around customer lifecycle and strategic account planning.
• Expertise using Salesforce or comparable CRM platforms for pipeline management, forecasting, and opportunity tracking.
• Analytical capability to assess account data, pinpoint expansion opportunities, and devise actionable growth strategies.
• Exceptional presentation, negotiation, and influencing skills to engage senior-level stakeholders effectively.

Experience and Skills

• 7 to 10 years in enterprise sales, account management, customer success, or strategic partnerships within SaaS, travel technology, hospitality technology, or related sectors.
• Proven success in managing and expanding enterprise client relationships, with consistent achievement of revenue goals via renewals, cross-sells, and upsells.
• Experience with hotel groups, hospitality brands, online travel agencies, travel companies, or technology providers serving the hospitality industry is highly valued.
• Familiarity with the Saudi Arabian or GCC hospitality markets along with existing industry relationships would be an advantage.

Preferred Soft Skills and Attributes

• Outstanding communication, presentation, and relationship-building prowess to engage senior stakeholders convincingly.
• A customer-centric approach coupled with dedication to delivering measurable business benefits and nurturing enduring partnerships.
• Strong ownership, accountability, and commitment towards meeting business goals.
• Strategic mindset, proactive and results-driven, confident in navigating fast-paced and dynamic environments.
• A collaborative team player with excellent stakeholder management skills and the ability to cooperate across departments.

Equal Employment Opportunity

RateGain is an equal opportunity employer dedicated to fostering inclusive and diverse work environments. All qualified candidates will be considered for employment without discrimination of any kind, including but not limited to race, gender, religion, sexual orientation, disability, or veteran status.