Strategic Account Manager

About Cloudbeds

Cloudbeds is revolutionizing the hospitality industry by providing an advanced platform that serves properties in over 150 countries, managing billions of booking transactions annually. The platform supports various hospitality businesses, from standalone properties to large hotel chains, enhancing their commercial strategies and operational efficiencies through integration with hundreds of partners. As a fully remote company, Cloudbeds fosters a collaborative environment of global innovators dedicated to delivering AI-driven solutions to the hospitality sector's key challenges. Recognized as the World's Best Hotel PMS Solutions Provider and featured on Deloitte's Technology Fast 500 in 2024, Cloudbeds is continually evolving.

Your Role Impact

You will play a pivotal role as a Strategic Account Manager on the APAC-Oceania team, serving as the principal advisor and primary contact for Cloudbeds' largest and most complex hotel clients. Your expertise in hospitality will enable you to conduct strategic business reviews, onsite visits, and establish strong partnerships that help clients improve operational and commercial outcomes. You will focus on expanding annual contract value while reducing churn through upselling and strategic client management.

Key Responsibilities

• Manage a select portfolio of top-tier hotel accounts across Asia-Pacific, providing strategic guidance and support.
• Develop and nurture trusted relationships with senior hotel executives through frequent communication and onsite engagements.
• Identify and pursue upselling opportunities to enhance client retention and revenue growth.
• Offer tailored, expert advice to optimize hotel revenue management, operations, and commercial strategies.
• Handle escalated customer issues efficiently by coordinating with cross-functional teams including Support, Sales, and Product.
• Analyze customer data trends to recommend deeper product usage and better business performance.
• Collect and relay client feedback internally to influence product development and service enhancements.
• Conduct regular onsite property visits throughout Oceania/Asia Pacific, involving local travel approximately once monthly and more extensive trips quarterly.

Qualifications and Experience

• Minimum of 7 years in senior hospitality roles such as Revenue Manager, Director of Revenue, Operations Manager, or General Manager within hotels or similar properties in Oceania.
• In-depth knowledge of hotel operations and commercial tactics, including revenue and price management, distribution channels, budgeting, and PMS usage.
• Strong familiarity with the Oceania hospitality market, including customer preferences and business practices.
• Exceptional communication skills with the ability to influence senior stakeholders and present strategically across all hotel management levels.
• Proven success managing high-value, complex customer portfolios with a goal-oriented and detail-focused approach.
• Capacity to grasp technological platforms thoroughly and translate technical features into actionable strategic insights for clients.

Desirable Additional Skills

• Experience working with SaaS hospitality software such as PMS, RMS, or channel managers, either as a user or customer-facing professional.
• Knowledge of CRM tools like Salesforce or similar account management systems.
• Living in or having extensive experience with key resort locations in Thailand, especially Phuket.

Company Culture and Benefits

Cloudbeds promotes a remote-first work environment with an inclusive culture committed to diversity and equal opportunity. Benefits include paid time off aligning with local laws, monthly extended weekends through Wellness Fridays, fully paid parental leave, a home office stipend based on residency, and professional development opportunities through Cloudbeds University. The company supports accommodations for disabled applicants and ensures inclusive hiring processes.

Equal Opportunity and Accommodation

Cloudbeds is dedicated to inclusivity, welcoming applicants from all backgrounds, including individuals with disabilities. Reasonable accommodations for the hiring process are available upon request, including American Sign Language interpretation.

Note to Agencies

Cloudbeds does not accept unsolicited resumes or applications from staffing or recruiting agencies.