Want to work with super-fun people, customers, and an exciting product? We are looking for a Strategic Account Manager (SAM) to provide consulting and trusted advisor services to Inntopia partner accounts. The SAM is responsible for overall satisfaction of our partners which includes ongoing training, regular updates on our latest features, troubleshooting of platform features as well as strategic advice and guidance on how to enhance revenue and reduce costs. The Strategic Account Manager is also responsible for identifying opportunities to increase the “sticky” factor of our software with our partners and facilitate contract renewals. Our goal is to continuously exceed partner expectations while increasing value and capturing that value through increased revenue. This role requires taking complete ownership of assigned accounts and focusing on growing revenue for the partner and Inntopia.
Primary Duties and Responsibilities
- Provide consultative and trusted advisor services, maintain relationships with key partner personnel including both end-users and leadership/C-suite staff
- Look for ways to create efficiencies to improve overall partner experience
- Primary point-of-contact for partners using our Commerce, Marketing Cloud, and Business Intelligence products.
- Troubleshoot software system, integration issues, and customer/transactional data related inquiries
- Schedule and facilitate regular meetings with 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 in in-person panel discussions, and/or online recorded webinars
- Regularly review partner campaign conversion and other Key Performance Indicators to identify opportunities for improved conversion and ROI
- Successfully demonstrate a proactive approach to fulfill and maintain partner’s needs and satisfaction.
- Collaborate with eLearning and Documentation team to document partner information and business processes within internal documentation tools, as a point of reference for internal knowledge.
- Assist with Internal product support, troubleshoot issues, test resolved issues, and new product features. Report results back to development team.
- Work with client to maximize their use of Inntopia Commerce, Marketing Cloud, and Business Intelligence products.
- Provide strategic advice to Inntopia management based on observations and insights.
- Be responsible for consultative upsell of features/products within your existing account portfolio
- Maintain contractual agreements, negotiate renewals and adjustments of products and pricing to meet partner needs, including writing proposals and SOWs.
Required Job Related Skills and Experience
- Strong organizational skills, able to handle multiple tasks
- Experience/familiarity with Ski, Golf, Hospitality industries helpful
- 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
- Must possess strong cross-team, group and org collaboration skills
- 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
- Proven aptitude for consultative selling
- Ability to work independently and proactively with little management oversight
- Strong project management skills
- Understanding of the Agile Development Process
- Understanding of Salesforce for account management and record-keeping a plus
- Understanding of Acoustic ESP and other email service providers a plus
Interested? Send cover letter and resume to jobs@inntopia.com to apply.
