Onboarding Account Manager - Travel
8.0/10
OUTSIDE DIGITAL (ex Kodix)
$63,250 – $109,250 USD
Remote
mid
about 4 hours ago
techtravelProject ManagementAccount ManagementSoftware SystemsHTMLCRMSQLAgile DevelopmentSalesforceMarketing Automation
AI Summary
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Description
Primary Duties and Responsibilities
- •Coordinate schedules and tasks during partner onboarding phase.
- •Collaborate with internal stakeholders during design phase of onboarding (engineering, sales, etc.).
- •Perform or delegate system setup tasks as necessary during onboarding phase.
- •Primary point of contact for Inntopia Commerce and Marketing Cloud partners.
- •Assist with troubleshooting and provide strategic guidance to our partners.
- •Collaborate with other departments accordingly to ensure continued successful relationship management.
- •Collaborate with other departments to curate relevant content, insights, and industry knowledge.
- •Provide consultative and trusted advisor services, maintain relationships with key partner personnel including both end-users and leadership/C-suite staff.
- •Work with partners and end-users to maximize their use of Inntopia Commerce and Marketing Cloud.
- •Successfully demonstrate a proactive approach to fulfill and maintain partner’s needs and satisfaction.
- •Look for ways to create efficiencies, both internally, and within the partners’ workflow and setups, to improve overall partner experience.
- •Regularly review partner campaign conversion and other Key Performance Indicators to identify opportunities for improved conversion and ROI.
- •Develop efficiencies of scale for reporting.
- •Regularly review partner ecomm sales channels for opportunities for improved conversion.
- •Troubleshoot software system, integration issues, and customer/transactional data related inquiries for partners.
- •Assist with internal product support, troubleshoot issues, test resolved issues, and new product features.
- •Report results back to development team.
- •Schedule and facilitate regular meetings with designated partners to discuss new and existing features that may be beneficial.
- •Conduct and facilitate trainings as needed/requested, including assistance with the production and participation of in-person panel discussions, and/or online recorded webinars.
- •Collaborate with eLearning and Documentation team to document partner information and Inntopia business processes within internal documentation tools, as a point of reference for internal knowledge and training.
- •Provide feedback to Inntopia management based on observations and insights from partners.
- •Be responsible for consultative upsell of features/products within your existing account portfolio as opportunities arise.
Requirements
Required Job Related Skills and Experience
- •5 Years Resort/Hospitality related experience, preferably with software systems.
- •Strong Project Management and organization a must.
- •Account management/agency experience.
- •Travel Commerce and call center experience a plus.
- •Strong critical thinking and decision-making aptitude.
- •Must possess strong cross-team, group and org collaboration skills.
- •Strong analytical problem solving, written and verbal skills.
- •Proven ability to navigate complex discussions with stakeholder groups, gather requirements, distill information to and from partners to/from Inntopia leadership and product development.
- •Positive, upbeat and customer-service oriented.
- •College Graduate, B.S. preferred.
- •Proven technical aptitude and experience with complex software.
- •Knowledge and experience with HTML concepts and email marketing tactics.
- •Knowledge and experience with CRM and customer databases.
- •Knowledge and experience with SMS and mobile push notifications a plus.
- •Ability to work independently and proactively with little management oversight.
- •Understanding of Microsoft SQL based databases and query constructs.
- •Understanding of the Agile Development Process.
- •Understanding of Salesforce for account management and record-keeping a plus.
- •Understanding of Active Campaign and Acoustic ESP and other Marketing Automation / Email Service Providers a plus.
- •Familiarity with Travel software like Property Management Systems, Point of Sale Systems, Ticketing, Reservations, Food & Beverage, etc.
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