Strategic Account Manager

About Cloudbeds

Cloudbeds is revolutionizing the hospitality industry with its cutting-edge platform that supports properties in over 150 countries and manages billions of bookings yearly. From independent hotels to large groups, Cloudbeds provides a unified platform integrating with hundreds of partners to streamline operations and enhance commercial strategies. Operating with a fully remote global team, Cloudbeds has been recognized as the World's Best Hotel PMS Solutions Provider and consistently featured on Deloitte's Technology Fast 500 list, including in 2024.

Role Overview

As a Strategic Account Manager for the APAC - Oceania region, you will serve as a trusted advisor to Cloudbeds' largest and most intricate hotel clients. You will oversee a selective portfolio of high-value properties, leveraging your hospitality industry expertise to foster strategic partnerships. Your role involves guiding hotels in making informed decisions, optimizing operations, and expanding their business, thus ensuring their success with Cloudbeds. Regular on-site visits across Thailand and broader Oceania/APAC will complement your responsibilities.

Key Responsibilities

• Act as the primary contact and strategic advisor for a portfolio of Cloudbeds’ largest and most complex hotel customers in APAC.
• Build strong, trust-based relationships with senior hotel stakeholders through regular communication, strategic business reviews, and on-site visits.
• Identify and drive opportunities for upselling and account expansion to improve net revenue retention while implementing measures to reduce customer churn.
• Provide tailored strategic advice to optimize customers’ revenue, operational efficiency, and commercial performance.
• Manage escalations effectively, collaborating with Support, Sales, and Product teams for timely resolution.
• Analyze customer data and usage to spot opportunities for increased product adoption and improved results.
• Collect customer feedback and relay insights internally to influence Cloudbeds’ platform development.
• Conduct approximately monthly local property visits and quarterly more extensive travel within Oceania/APAC.

Experience and Qualifications

• Minimum of seven years in senior operational or commercial roles within hospitality such as Revenue Manager, Director of Revenue, Operations Manager, or General Manager in Oceania.
• Comprehensive knowledge of hotel operations, commercial strategy including revenue management, distribution, pricing, budgeting, and PMS systems.
• Strong familiarity with the Oceania hospitality market, understanding local customers’ expectations and business nuances.
• Excellent communication skills with the ability to influence, present, and maintain executive presence across all hotel organization levels.
• Proven success managing complex customer portfolios with a strong organizational and results-oriented approach.
• Experience in understanding technology platforms and translating complex technical information into strategic actionable recommendations.

Preferred Skills

• Background working with SaaS or hospitality-specific technology platforms like PMS, RMS, or channel managers.
• Knowledge of CRM/account management tools such as Salesforce.
• Experience or residency in Phuket or significant exposure to key Thai resort markets.

Additional Information

• Cloudbeds employs over 650 people across more than 40 countries, fostering a diverse and innovative workplace culture.
• The company values inclusion and provides reasonable accommodations during the hiring process for individuals with disabilities.
• Cloudbeds offers benefits such as remote work flexibility, paid parental leave, monthly wellness days, home office stipends, and professional development through Cloudbeds University.
• Applicants with disabilities may request accommodations including American Sign Language interpreters for the recruitment process.
• Cloudbeds strictly does not accept unsolicited resumes from staffing or recruiting agencies.