Account Manager

Tambourine-posted 8 days ago

Full-time • Mid Level

Fort Lauderdale, FL

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If you are proactive, relationship-driven, and passionate about helping hotels succeed, join our team! We are growing and are looking for an Account Manager to join our team. This is a role where you will build strong hotel partnerships, drive revenue growth, and ensure clients maximize the value of our products , ensuring long-term satisfaction and success.We are looking for someone who understands the basics of hotel connectivity (PMS, Channel Manager, GDS, Booking Engine). As part of the Reserv team , the Account Manager plays a key role in nurturing client relationships, optimizing product adoption, and contributing to overall revenue growth . This position will manage client onboarding, conduct account reviews, and provide training and support—all while collaborating cross-functionally to ensure a seamless client experience. This position is based in Fort Lauderdale , Florida. Tambourine is the global leader in hotel marketing technology, delivering integrated solutions that drive direct revenue and solve the industry’s toughest commercial challenges. With a product suite spanning sales, marketing, and revenue, the company is known for pairing best-in-class service with a design-led approach—solving complex problems with elegant, high-performing solutions. Supporting professional growth, prioritizing wellness, and nurturing a healthy work-life balance is our formula for a unique company culture. A few Tambourine perks include 100% company-paid medical insurance, generous paid time off and holidays, six work-from-home days per month, maternity/paternity leave—and more! Find us on Instagram @TamboGram to learn more.

Revenue Growth: Identify opportunities for upselling and cross-selling additional services or products, contributing to overall revenue growth from existing clients.
Client Retention: Proactively nurture and manage client relationships, ensuring high levels of satisfaction, engagement, and retention. Anticipate challenges and provide solutions to foster long-term loyalty and minimize churn.
Client Communication: Continuously enhance communication strategies, ensuring clients are well-informed, supported, and engaged with the company’s offerings.
Client Onboarding: Oversee a seamless onboarding process for new clients, ensuring a strong foundation for success and long-term relationships.
Client Training: Design and deliver comprehensive training programs to educate clients on the effective use of products and services, maximizing their value.
Account Reviews: Conduct regular account reviews to assess performance, address concerns, optimize conversion, and identify opportunities for additional value creation and product utilization.
Problem Resolution: Serve as the primary point of contact for client escalations, ensuring prompt and effective resolution by collaborating with internal teams.
Customer Relationship Development: Act as the key liaison for hotels after the sale, building strong, trusting relationships by understanding each hotel's specific needs and goals.
Product Usage Optimization: Analyze how hotels are using products, offering suggestions to improve efficiency, ensure full utilization of features, and maximize benefits.
Retention and Renewal Management: Proactively manage contract renewals, reducing churn and ensuring client satisfaction by addressing concerns before they escalate.
Customer Feedback: Collect and analyze customer feedback, sharing insights with product and development teams to influence product improvements and future features.
Cross-Department Collaboration: Work closely with sales, support, and technical teams to ensure a seamless and positive experience for hotel clients, facilitating adoption and satisfaction.
Reporting and Strategy Development: Prepare detailed reports on client account status and feedback, using insights to develop retention strategies and improve client outcomes.
Additional Duties: Test new features before going live to ensure quality and perform any other tasks as assigned by the manager.

At least 3 years of experience in hospitality, customer success, account management, or a related field
Excellent verbal and written communication skills in English; Spanish is a plus
Ability to build trust and rapport with clients, acting as their advocate within the company
Skilled at breaking down complex information and making data-driven recommendations
Comfortable using CRM systems
Experience conducting product demonstrations and training sessions to maximize client value
Proven ability to manage multiple client accounts simultaneously, prioritizing tasks effectively
Comfortable discussing additional products, services, or features with clients to help them achieve better results while driving revenue growth
Willingness to continually learn about industry trends, best practices, and tools that enhance client success
Self-motivated with a passion for sales and customer service
Strong problem-solving abilities and a proactive approach
Ability to manage multiple priorities in a fast-paced environment
Positive attitude and team-oriented mindset

Medical insurance (base option 100% paid by Tambourine)
Dental & vision insurance
401K
Life & long-term disability insurance (100% paid by Tambourine)
Additional life & short-term disability insurance
Pet insurance
Generous paid time off
Twelve paid holidays
Six work-from-home days per month
Additional PTO for recreational stays at client properties
Creative work atmosphere and culture
Tri-Rail commuter discount

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