We are seeking a seasoned professional to manage and grow strategic relationships with hotel customers in the Central and Eastern Europe region.
About This Role
This key role is integral to our mission of delivering long-term value to clients in the hospitality sector through cutting-edge software solutions.
The ideal candidate will be fluent in French and English, with a strong understanding of hotel operations and hospitality technology, and bring a customer-first mindset focused on retention, growth, and partnership.
Key Responsibilities
* Strategic Account Management: Own and manage high-value hotel customer relationships in the CEE region.
* Retention & Value Delivery: Drive customer retention through proactive value delivery, regular business reviews, and identifying opportunities for improvement.
* Customer Escalations: Act as the primary escalation point for strategic customers; resolve issues swiftly in collaboration with support, product, and engineering teams.
* Account Planning: Develop and maintain long-term account strategies aligned with customer goals and internal objectives.
* Upsell & Cross-Sell: Identify and execute on upsell and cross-sell opportunities by understanding evolving customer needs and aligning them with product offerings.
* Renewals & Pricing: Lead renewal discussions, contract negotiations, and pricing strategy in collaboration with legal and finance teams.
* Product Education & Advocacy: Educate customers on new features and best practices; act as a trusted advisor on the software's strategic value.
* Stakeholder Management: Build strong multi-level relationships within customer organizations.
* Customer Insights: Provide structured feedback to product and marketing teams based on customer insights and competitive intelligence.
Requirements
* 5+ years' experience in key account management or customer success roles, ideally within hospitality software or SaaS.
* Proven track record managing large enterprise or strategic hotel accounts across multiple geographies.
* Deep understanding of hotel operations and the hospitality technology landscape.
* Exceptional communication and negotiation skills in French and English.
* Ability to handle high-pressure customer situations with poise and professionalism.
* Experience with CRM systems (e.g., Salesforce) and account planning tools.
* Willingness to travel across the CEE region as needed.
Preferred Qualifications
* Prior experience working with or within hotel groups or chains.
* Knowledge of property management systems (PMS), booking engines, revenue management systems (RMS), or similar hospitality tech.
What We Offer
A dynamic work environment with opportunities for growth and development.
A chance to work with leading hospitality software solutions.
A competitive compensation package.