Onboarding Account Manager - Travel

About the role

This role involves leading the onboarding process for partners utilizing Inntopia Commerce and Marketing Cloud. You will coordinate schedules, manage system setup tasks, and serve as the primary point of contact for partners. A key part of the work is troubleshooting software and integration issues, providing strategic guidance, and ensuring partners fully leverage the platforms. You will also collaborate with internal teams like engineering and sales during the design phase of onboarding.

Success in this position means maintaining strong relationships with key partner personnel, including leadership, and proactively addressing their needs. You will regularly review partner campaign conversions and KPIs to identify opportunities for improvement and increased ROI. This includes developing efficiencies for reporting and optimizing e-commerce sales channels. The role also involves demonstrating new features and conducting trainings as needed.

You will contribute to internal knowledge by documenting partner information and business processes, and provide feedback to management based on partner observations. Additionally, you will identify opportunities for consultative upsells of features and products within your assigned accounts. Collaboration with other departments is essential for curating relevant content and ensuring continued successful relationship management.

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

Skills that matter here

• Project Management: This skill is essential for coordinating schedules and tasks during the partner onboarding phase and ensuring organized execution.
• Account Management: You will serve as the primary point of contact for partners, maintaining relationships and providing ongoing support and guidance.
• Software Systems: The role requires troubleshooting software and integration issues, and assisting partners with maximizing their use of Inntopia Commerce and Marketing Cloud.
• HTML: Knowledge of HTML concepts is needed for understanding email marketing tactics and potentially assisting with related partner needs.
• CRM: Experience with CRM and customer databases is required for managing partner information and maintaining records.
• SQL: An understanding of Microsoft SQL based databases and query constructs is necessary for data-related inquiries and troubleshooting.

Who this role suits

• A person with a background in resort or hospitality, particularly with software systems, will find this role aligns with their experience.
• Someone who excels at critical thinking and problem-solving, especially when navigating complex discussions with various stakeholders.
• An individual who is proactive, customer-service oriented, and capable of working independently with minimal oversight.
• A candidate with strong cross-team collaboration skills, comfortable working with engineering, sales, and other internal departments.

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.