Responsibilities:

Here it is as bullet points, grouped the same way but without section headers:

• Serve as the single, dedicated point of contact for major hotel/enterprise accounts, building deep, trusted relationships with both property-level and group-level stakeholders
• Develop an intimate understanding of each account's organizational structure, decision-making process, and strategic priorities
• Act as an embedded partner, maintaining a regular on-site or high-touch presence to stay ahead of emerging needs
• Build multi-threaded relationships across operations, F&B, IT, and procurement functions within each account
• Identify and execute opportunities to expand Servme's footprint within each account — additional venues/properties, new modules, upgraded packages, and add-on services
• Build and execute account growth plans with clear targets for expansion revenue and rollout across additional sites
• Lead commercial conversations on upsell, cross-sell, and contract expansion, partnering with Commercial leadership on pricing and negotiation
• Track and report on expansion pipeline and forecast revenue growth within assigned accounts
• Own retention for assigned accounts, proactively identifying risk signals and acting quickly to resolve them
• Run regular business reviews (QBRs) with senior client stakeholders to demonstrate value delivered and realign on priorities
• Manage renewal cycles end to end, ensuring on-time, favorable outcomes
• Monitor account health metrics (usage, satisfaction, support tickets) and intervene proactively
• Act as the client's internal advocate, escalating and coordinating with Product, Support, and Engineering to resolve issues quickly
• Partner with the Team Lead - SMB Account Management to align on retention and growth best practices across the wider Account Management function
• Coordinate with Marketing and Product on account-specific initiatives, case studies, or co-marketing opportunities where appropriate
• Maintain accurate, up-to-date account records and activity in the CRM
• Provide regular updates to leadership on account status, growth pipeline, and renewal timing
• Own accurate revenue forecasting for assigned accounts