Expert Account Management Excellence (f/m/d)

As Expert Account Management Excellence, you will be responsible to continuously

• increase efficiency of our Account Management team,

• enable the team to bring a great service and more bookings to hosts working with Holidu, 

• and ultimately help to retain our most valuable customer base.

For this, you’ll work closely with the local Account Management teams, Revenue Operations, Product, Customer Service and Business Intelligence, among other stakeholders. You will be part of the Sales & Account Management department and report to the Principal Account Management Excellence. 

• Own and drive projects, most importantly with the goals to enable AMs to generate more bookings and revenue for their portfolio and establish a high service level, particularly with our most valuable customers. 

  • Hence, important KPIs to focus will include average nights booked per property, NPS of our high value customers and churn. 

  • However, keep in mind that the main focus could change from quarter to quarter, depending on the current needs of the business and the department

• You will achieve the above by e.g. reviewing existing processes, collecting best practices with account managers and team leads, and developing solutions and action plans with other departments in order to improve performance

• Sample projects could include

  • Development of (cross-functional) customer success plans for different service tiers

  • Organization of trainings for account managers to deliver a great service level and drive bookings e.g. through the right usage of our existing or future tools (CRM, dashboards, etc.)

• For all of the above, cross-department collaboration with area leads and other departments will be important in order to drive successful projects. 

• Moreover, you will regularly visit local offices to spend time with account managers e.g. in the course of your future projects

• You will report to the Principal Account Management Excellence, who will be available for sparring and guidance, but you will proactively identify and autonomously drive most of your projects

• You bring a total of 6+ years of experience in account management  / customer success or operational excellence in a SaaS company, preferably in a B2C context

• You demonstrate excellent communication and basic project management skills, which allows you to work on different projects simultaneously and push them over the finish line

• You demonstrate great analytical skills and are able to understand cross-functional problems and their interdependencies. You are able to think strategically and conceptually to develop impactful, scalable solutions.

• You get joy from working with a customer-centric approach and enabling others - hence, you look forward to working closely with account managers to develop relevant solutions for them

• You have previous experience from working with Product teams on product solutions and tooling

• Basic experience in leading a team is a plus

• Willingness to travel (business trips at least once per quarter)