Description

In this role, you will manage key relationships with hotel customers in the CEE region, focusing on retention and value delivery while addressing escalations and driving account strategies. Your day-to-day responsibilities will involve educating clients on product features and identifying growth opportunities.

Requirements

• •Fluency in German and English
• •5+ years’ experience in key account management or customer success roles
• •Proven track record managing large enterprise or strategic hotel accounts
• •Deep understanding of hotel operations and hospitality technology
• •Exceptional communication and negotiation skills in German and English
• •Ability to handle high-pressure customer situations
• •Experience with CRM systems and account planning tools
• •Willingness to travel across the CEE region
• •Prior experience working with hotel groups or chains
• •Knowledge of property management systems, booking engines, or revenue management systems
• •Familiarity with customer lifecycle management frameworks and SaaS metrics

Tasks

• •Manage relationships with high-value hotel customers in the CEE region
• •Drive customer retention through proactive value delivery
• •Conduct regular business reviews to identify improvement opportunities
• •Act as the primary escalation point for strategic customers
• •Resolve issues in collaboration with support, product, and engineering teams
• •Develop long-term account strategies aligned with customer goals
• •Identify and execute upsell and cross-sell opportunities
• •Lead renewal discussions and contract negotiations
• •Collaborate with legal and finance teams on pricing strategy
• •Educate customers on new features and best practices
• •Act as a trusted advisor on the software’s strategic value
• •Build strong relationships at all levels within customer organizations
• •Provide structured feedback to product and marketing teams

Tools & Technologies