Onboarding Account Manager - Travel

Onboarding Account Managers are responsible for overall satisfaction of our partners, which includes initial project management during the launch phase, 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. Inntopia’s Commerce Platform partners will be a key area of focus.

Inntopia’s Onboarding Account Managers are also responsible for identifying opportunities to increase the “sticky” factor of our software with our partners during the implementation process and adapt partner internal processes to new Inntopia processes. 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 from post-contract signing on through go-live and beyond.

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.