Do you want to work in an inclusive, engaging environment where people believe in innovating through experimentation and research? Do you love travel and want to have an impact on the future of the travel sector by working closely with industry leaders? Then you are in the right place! Kaptio is building the next generation of travel reservation technology, and we would like for you to join the journey
About Kaptio:
Our offices: Kaptio is a Global Travel Tech company, founded and headquartered in Reykjavik, with operations in Iceland, UK, and Canada. We currently have offices in Reykjavik, Bristol, Reading and Montréal, and remote coworkers across Canada, Europe and the UK.
???? Our team: we are over 60 software & product specialists and travel industry experts who are passionate about travel with innovation at heart.
Our vision: to become the market leader for multi-day travel technology. We have successfully enabled ambitious travel brands to grow with our product, the Kaptio Travel Platform, built on Salesforce.
Our values: our spirited, iterative, and trustworthy nature guides us through our mission to enable ambitious multi-day travel brands to achieve sustainable growth.
Our ethos: we believe that people collaborate best connected together. We offer working spaces that have comfortable and spacious facilities with meeting rooms and quiet areas for our teams to be in sync. We make sure that everyone can be included, regardless of their location, and hybrid collaboration is at the heart of Kaptio as an international company.
What are we looking for?
As an Account Manager, you will be the linchpin in managing and expanding our relationships with both strategic and non-strategic customers. Your focus will be on ensuring customer satisfaction, retention, and identifying growth opportunities through upsell and cross-sell initiatives. You will work closely with internal teams, such as Customer Success and Product, and external Solution Partners to deliver value-driven solutions and foster strong, lasting customer relationships.
Key Responsibilities:
* Account Strategy Execution: Implement and refine account management strategies focused on customer retention and expansion.
* Contractual Negotiation: Lead the negotiation and conclusion of contracts, working in tandem with implementation team, product development teams, and the management team to ensure terms that are favorable and align with company objectives.
* Customer Engagement: Develop and maintain strong, ongoing relationships with both strategic and non-strategic customers to ensure sustained satisfaction and growth.
* Upsell and Cross-Sell: Proactively identify and pursue additional sales opportunities within existing accounts, expanding our footprint and driving increased value for both the customer and our company.
* Feedback Loop Management: Establish and manage a structured process for gathering, analyzing, and acting on customer feedback to drive product enhancements and service improvements.
* Partner Coordination: Collaborate with Solution Partners for integrated customer solutions and support, optimizing the customer experience and leveraging partnership opportunities.
How We Measure Success:
* Track and aim to increase Account Revenue Uptick.
* Maintain a high Customer Retention Rate.
* Boost the Upsell/Cross Sell Rate.
* Ensure high levels of Customer Satisfaction.
* Evaluate and enhance Partner Impact Metrics.
Required Skills and Qualifications:
* Proven track record as an Account Manager or related role within customer success or sales.
* Strong ability to foster long-term relationships and effectively manage customer accounts.
* Experience in identifying and capitalizing on upsell and cross-sell opportunities.
* Excellent communication, negotiation, and interpersonal skills, with the ability to address customer needs effectively.
* Aptitude for feedback collection, analysis, and implementation of improvements.
* Proficiency in coordinating with partners for integrated solutions.
* Familiarity with CRM systems and sales metrics.
* Bachelor’s degree in Business Administration, Sales, or a related field.
Preferred Qualifications:
* Experience in the Travel Industry sector.
* Master’s degree in a relevant field.
* Additional languages are a plus.
* This role may require travel to customer sites and partner locations.
* Flexibility for occasional out-of-hours work to support different time zones or urgent customer needs.
* An award-winning scale-up company that has over a decade of experience in technology and innovation.
* A motivated and supportive team where everyone is encouraged to progress their skills and share their knowledge with each other.
* A fun company culture with groups and meet-ups, and an emphasis on asynchronous discussions and celebrations. Exciting team get-togethers and team building activities.
* Hybrid-friendly work environment and company culture that supports working remotely when necessary, where work-family balance is very important.
* Competitive salary and benefits. Vary per location, so ask us more!
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