Onboarding Account Manager - Travel
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.
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.
COMPANY ATTRIBUTES
- We are committed to fostering a diverse and inclusive workplace. Outside Inc is an Equal Opportunity Employer.
- We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected characteristics.
- Pursuant to applicable laws, we also make accommodations for qualified individuals with disabilities.
- We believe a diverse team is a strong team, and we encourage candidates from all backgrounds to apply.
