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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing and developing Account Managers within the hospitality sector, leveraging deep knowledge of hotel operations and customer success strategies. Proficient in analyzing performance metrics and utilizing CRM tools to drive retention initiatives and enhance team performance.
Highest-signal resume keywords
Leadership In Account ManagementHotel Operations ExpertiseCustomer Success StrategySalesforce Reporting SkillsConflict Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Hotel OperationsCustomer Success ManagementPerformance AnalysisRetention StrategiesGoal SettingCoachingData AnalysisProject ManagementProblem SolvingInterpersonal Communication
Soft Skills
Exceptional CommunicationInfluencing SkillsSelf-MotivationCollaborationTime Management
Tools & Technologies
SalesforceZendeskSaaS PlatformsPMSRMSChannel Managers
Industry Keywords
Hospitality TechnologyAccount ManagementCustomer Health MetricsKPI MonitoringConsultative Advisory Practices
About the role
Key responsibilities & impact- Lead, coach, and develop a team of Account Managers across Thailand through goal setting, regular 1:1s, performance reviews, and growth support
- Monitor and report team performance, KPIs, and customer health metrics to senior leadership
- Handle escalations and support Account Managers through renegotiations, exceptions, and high-stakes retention conversations
- Drive continuous learning in platform knowledge, hospitality industry trends, and consultative advisory practices
- Collaborate with Product, Partnerships, and Marketing on product pilots, platform improvements, and integration launches
- Analyze customer data and feedback to identify retention initiatives and reduce churn
- Participate in cross-departmental team lead meetings and represent the team's needs at leadership level
- Travel to visit customers on-site as needed
Requirements
What you’ll need- 3+ years of experience in hospitality or hospitality technology, with a strong foundation in hotel operations — ideally in roles such as Revenue Manager, Front Desk Manager, Operations Manager, or General Manager
- 2+ years of experience leading and managing a customer success or account management team — setting goals, providing coaching, and fostering a collaborative remote culture
- Deep understanding of hotel operations and ability to translate that knowledge into strategic advisory conversations with hotel customers
- Exceptional communication and interpersonal skills, with ability to present and influence credibly at all levels
- Strong analytical mindset; ability to build and interpret reports in Salesforce and Zendesk to monitor team performance and identify at-risk accounts
- Strong problem-solving and conflict resolution skills
- Self-motivated, with excellent time and project management skills in a fast-paced, results-driven remote environment
- Currently authorized to work in Thailand without requiring visa sponsorship
- Experience with SaaS platforms or hospitality technology, such as PMS, RMS, channel managers, or similar, either as a user or in a customer-facing technology role
- Familiarity with Salesforce, Zendesk, or similar CRM and support tools
- Prior people leadership experience within a hospitality technology or SaaS company
Benefits
Comp & perks- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling, and knowledge transfer