Revenue Operations Manager, Account Management

Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.   

Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Working hard behind the scenes building and supporting our platform are exceptional people–from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.   

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on! 

What we are looking for:

Hotel Engine is hiring a Revenue Operations Manager, Account Management whose mission will drive the effectiveness and efficiency of our post-Sales teams – particularly Account Management. In this individual contributor position (with significant opportunity for growth), you will help us redefine the Account Management role as we target new market segments, create success playbooks, leverage existing systems, and implement new platforms like Totango/Gainsight.  

This role will drive insights for our business through excellent project management skills, deep technology expertise, and a strong understanding of the critical components of Account Management and Customer Success. Their primary goal will be advancing the efficiency and performance of our post-sales teams. 

In this role you will: 

• Build scalable processes to support the Account Management team in pursuit of customer account retention and expansion 
• In partnership with Account Management, Client Operations, and Product, develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, defining the appropriate touch points throughout the customer journey 
• Identify and implement Account Management / Customer Success Management tools to automate and improve customer experience management
• Lead the development and rollout of systems and digital tools to improve the team's effectiveness and efficiency – particularly in the areas of Customer Success (Gainsight, Totango) and Sales Engagement (Outreach, SalesLoft)
• Serve as the frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems in systems like Salesforce, Outreach, Totango
• Drive the effective forecasting and reporting of past results on key customer success measures (adoption, renewals, upsells, customer satisfaction, advocacy, etc.)
• Create and coordinate essential reporting for the Hotel Engine leadership team, partnering with Reporting and Data workstreams to provide reporting on account growth, customer adoption, sentiment and advocacy, and business results (i.e., forecasts, renew, expand, churn)
• Create and maintain internal documentation such as playbooks, process flows, and guides for the Account Management team
• Detect early signals of at-risk accounts, design systematized Customer Success playbooks, and provide a path to escalation 

 Here's what we're looking for: 

• 5+ years in Account Management, Customer Success & Services operational leadership experience gained within an Enterprise B2B SaaS environment is essential 
• 3+ years of experience with Account Management, Customer Success platforms (Gainsight, ChurnZero, Totango) preferred 
• 3+ years experience with Salesforce
• 3+ years of project management experience – ideally, deploying technology solutions – with the ability to balance multiple projects and business priorities 
• Advanced Excel skills (or G-suite equivalent) with the ability to translate data into actionable insights 
• Passion for designing processes that scale 
• Functions independently with a high degree of accountability in a fast-paced environment 
• Analytical thinker who can derive insights from data to improve processes and training 
• Aptitude in transforming data into narratives that help drive toward KPIs 
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