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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Enterprise customer accounts within the hospitality technology sector, focusing on retention, renewals, and commercial growth. Capable of leveraging customer data to drive operational efficiency and improve customer outcomes through strategic account planning and relationship building.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementRenewals NegotiationStrategic Account PlanningHospitality Technology Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account Strategy DevelopmentData AnalysisCommercial GrowthOperational Efficiency ImprovementCustomer RetentionExpansion Opportunity IdentificationPerformance Data RecommendationsSuccess Plan DevelopmentCustomer Journey ImprovementCase Study Development
Soft Skills
Relationship BuildingCommunication SkillsInfluencing SkillsCross-Functional CollaborationProactive Adaptability
Certifications & Qualifications
DBS CheckEmployment Referencing
Industry Keywords
Hospitality IndustryEnterprise CustomersCustomer AdvocacyCommercial PipelineCustomer Success Playbooks
About the role
Key responsibilities & impact- Own and commercially grow a portfolio of Enterprise customers
- Build trusted relationships across operational, finance, payroll, people and senior leadership teams
- Understand customer priorities, challenges and success measures
- Develop account strategies covering value, risk, retention and commercial growth
- Lead strategic customer reviews and forward-planning conversations
- Use customer and platform data to demonstrate value and recommend improvements
- Help customers improve operational efficiency, compliance, product adoption and employee outcomes
- Build success plans tied to customer outcomes
- Own retention, renewals and expansion across the portfolio
- Lead renewal conversations from strategy and proposal through negotiation and close
- Identify, develop and close growth opportunities across sites, brands, products, services and integrations
- Maintain visibility of account health, renewal position, commercial pipeline, GRR and NRR
- Partner with Sales and Leadership while retaining ownership of closing existing-account opportunities
- Turn Enterprise customer learning into repeatable approaches and scalable journeys for smaller customers
- Work with Customer Success, Product, Marketing and Operations to improve customer journeys
- Develop customer advocates, references, case studies and success stories
- Generate introductions and referral opportunities
- Represent TiPJAR with senior customer and hospitality-industry stakeholders
- Share account-management best practices and mentor colleagues
- Contribute to Customer Success playbooks and scalable ways of working
- Lead through expertise as a senior individual contributor without formal people-management responsibility
- Report to the Head of Customer Success and collaborate with Customer Success, Sales, Product, Operations, Finance and Marketing
Requirements
What you’ll need- Proven experience in Customer Success or Account Management within hospitality technology
- Understanding of the hospitality operator environment and experience managing commercially important customer relationships in a hospitality-tech business
- Track record of managing Enterprise or strategically important hospitality customer accounts
- Demonstrable commercial experience owning renewals, negotiating with customers and closing revenue
- Experience identifying and converting expansion opportunities within an existing customer base
- Confidence building relationships and negotiating with senior and executive stakeholders
- Strong strategic account-planning capability
- Commercial judgement and ability to balance customer value, retention and revenue growth
- Ability to turn customer and performance data into compelling recommendations
- Ability to turn learning from individual Enterprise customers into scalable approaches for a wider customer base
- Strong communication, influencing and cross-functional working skills
- Proactive and adaptable approach suited to a growing business
- Legal right to work in the UK
- Successful completion of DBS check and employment referencing
Benefits
Comp & perks- Competitive salary
- Flexible working options
- Work from anywhere for up to 4 weeks a year
- TiPJAR rewards scheme
- Salary Sacrifice Pension Scheme
- Company socials
- A values-led, supportive team
- A workplace where your ideas matter and your impact is visible