Role & responsibilities

1. Customer Onboarding &
- Implementation

- Manage customers post-sales and ensure smooth onboarding.

- Understand requirements, configure the platform, and conduct training.

- Track onboarding milestones and reduce time to go-live.

1. Customer Adoption &
- Engagement

- Drive usage of APS modules across properties.

- Monitor engagement and proactively address low adoption.

- Conduct regular reviews and educate customers on recent features/use cases.

1. Customer Relationship Management

- Build strong relationships with hotel owners, GMs, revenue and operations teams.

- Act as the primary point of contact and understand customer needs.

- Maintain regular communication and accurate CRM records.

1. Customer Retention

- Identify at-risk customers and address concerns proactively.

- Work with internal teams to resolve issues and improve satisfaction.

- Support renewals and reduce churn.

1. Upselling &
- Expansion

- Identify opportunities for additional modules and multi-property expansion.

- Recommend relevant solutions and support expansion revenue.

1. Customer Advocacy &
- Referrals

- Build strong customer advocates and generate referrals.

- Support testimonials, case studies and reference calls.

1. Customer Feedback &
- Product Collaboration





- Gather customer feedback and identify recurring issues.

- Collaborate with Product and Sales teams to improve the customer experience and product.

Preferred candidate profile

- 2-5 years of experience in Account Management, Customer Success, Client Servicing or SaaS.

- Strong customer relationship management skills.

- Excellent communication and presentation skills.

- Comfortable conducting product training and demonstrations.

- Strong problem-solving and follow-up skills.

- Ability to work with multiple customers simultaneously.

- Strong understanding of customer lifecycle management.

- Comfortable working with CRM/customer management tools.

- Ability to coordinate effectively with Sales, Product, Support and Operations

teams.

Preferred

- Experience in hotel technology, PMS, Channel Manager, OTA, travel

technology

- Experience working with hotels, serviced apartments or property

management companies.

- Understanding of hotel operations such as Front Office, Reservations,

Revenue Management and Housekeeping.

- Experience managing multiple properties/accounts.

- Experience with SaaS onboarding and product adoption.

📌 Account Manager (New Delhi)
🏢 Modern Growth Technologies
📍 New Delhi