Account Manager (Customer Success - Hotels)

at  VOUCH SG PTE LTD

ABOUT US

Vouch is an award-winning travel-tech company that offers customised digital solutions for streamlining hotel operations and enhancing guest experience. Running a hotel really shouldn’t be this hard, and we’re on a mission to simplify it with our intuitive products that make running a hotel fun again.

REQUIREMENTS

• Education : You have attained Bachelor’s Degree or equivalent
• Experience : You have prior experience in hotel operations or have worked closely with hotels
• Customer-centric & Service-Oriented : You show empathy to adapt your speech according to your interlocutors and focus on contributing to the customer success.
• Communication skills : You possess maturity, presence, and experience in building trust with senior decision makers and articulating business value to key decision makers.
• Logical & Analytical : You are able to think analytically and show adeptness in solving complex problems.
• Travel : You must be available for occasional travel to client’s site (within Singapore and abroad).
• Languages : You speak and write fluently in English
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  Please note that by applying to this position, you hereby consent to the collection, use and/or disclosure of your personal data by Vouch SG Pte. Ltd. for assessing and evaluating your suitability for employment/appointment and for facilitating compliance with any laws, customs and regulations which may be applicable to us. Personal Data includes but not limited to personal particulars, contact details, education details etc. You agree that VOUCH SG PTE. LTD. shall be entitled to keep your personal data for as long as is appropriate for us to fulfill our legal obligations in accordance with applicable law

THE ROLE

We are looking for an Account Manager that will be working closely with our hotels team in onboarding our solution, identifying success metrics while maintaining relationships with our Clients. You will be sharing best practices and make recommendations on how to achieve business outcomes; improve productivity, drive incremental revenue, and draw inferences from the data to inform our clients in achieving their success outcome. You will need to be self-driven, have good critical thinking skills, analytical abilities, effective verbal & written communication, and time management skills.

KEY RESPONSIBILITIES

• Client Relationship Management : Develop and maintain strong, long-term relationships with key stakeholders in your assigned market. l Serve as the primary point of contact for your clients, ensuring their needs are met and concerns are addressed promptly.
• Churn Reduction Strategies : Identify at-risk accounts and implement strategies to retain them. Analyze client usage data to proactively address potential churn indicators. Conduct regular check-ins and business reviews with clients to ensure they are achieving their goals with our platform.
• Onboarding and Training : Assist new clients with the onboarding process to ensure a smooth transition to our platform. Provide training and support to clients to help them fully utilize our features and services.
• Issue Resolution : Quickly and effectively resolve client issues, coordinating with internal teams as necessary. Monitor and manage client support tickets to ensure timely resolution.
• Upsell Opportunities : Identify and assess potential upsell opportunities within your client base. Proactively promote additional features and services to clients that will enhance their experience and drive further value.
• Feedback and Improvement : Gather and relay client feedback to the product development team to inform future enhancements. Stay informed about industry trends and competitive offerings to provide clients with relevant insights. Act as a liaison between hotel clients and our product and sales teams. Collaborate with the sales team to ensure alignment on client strategies and upsell opportunities.
• Performance Metrics : Track and report on key performance indicators (KPIs) related to client retention, satisfaction, and upsell success. Develop and implement action plans based on performance data to improve client outcomes.