Onboarding Account Manager - Travel

About the role

This Onboarding Account Manager role centers on supporting new partners as they integrate with OUTSIDE DIGITAL's Inntopia Commerce and Marketing Cloud platforms. You will be the primary contact, coordinating schedules and tasks, and performing system setup. The work involves collaborating with internal teams like engineering and sales during the design phase of onboarding, ensuring a smooth transition for partners.

A key aspect of this position is providing strategic guidance and troubleshooting assistance to partners, helping them maximize their use of the software. You will regularly review partner campaign conversions and KPIs to identify opportunities for improvement and increased ROI. This includes working with partners to enhance their e-commerce sales channels and developing efficient reporting methods.

Success in this role means maintaining strong relationships with partners, offering consultative advice to both end-users and leadership, and proactively addressing their needs. You will also contribute to internal product support by troubleshooting issues and testing new features, reporting findings to the development team. Additionally, the role involves conducting trainings and documenting partner information for internal knowledge sharing.

The salary for this role ranges from $63,250 to $109,250 USD annually.

Skills that matter here

• Project Management: This skill is essential for coordinating schedules and tasks during the partner onboarding phase.
• Account Management: This role requires managing relationships with partners as their primary point of contact and trusted advisor.
• Software Systems: The position involves setting up, troubleshooting, and optimizing partners' use of Inntopia Commerce and Marketing Cloud.
• HTML: Knowledge of HTML concepts is relevant for understanding email marketing tactics within the platforms.
• CRM: Experience with CRM systems and customer databases is beneficial for account management and record-keeping.
• SQL: An understanding of Microsoft SQL based databases and query constructs is useful for data-related inquiries.

Who this role suits

• A person with at least five years of experience in the resort or hospitality industry, especially with software systems.
• Someone who excels at critical thinking and problem-solving, capable of navigating complex discussions with various stakeholders.
• An individual who is proactive, customer-service oriented, and can work independently with minimal oversight.
• A professional who possesses strong cross-team collaboration skills and can distill information between partners and internal teams.

From the employer

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.