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Key Account Manager (bilingual Spanish and English)

About The Role:

As a Key Account Manager, you will work to support and grow the relationship of one of our key enterprise customers. With over 150 hotels across Central America using the full suite of our software products, we are seeking an individual familiar with working within SAAS enterprise customers to create the best possible customer experience for the group. You will work with a variety of users and collaborate intimately with our internal Product, Customer Success and Sales teams.  The ideal candidate is results-oriented, with strong communication, problem-solving and stakeholder management skills. 

 

Responsibilities 

  • Maintain a positive, empathetic and professional attitude toward customers at all times.
  • Serve as the point of contact for all questions from Product, Development and Quality Control.
  • Conduct weekly customer calls.
  • Analyze customer data and craft best practice recommendations, value stories, and quarterly business reviews.
  • Successfully communicate client needs to internal teams, both advocating for the client while supporting the company’s best interests.
  • Escalate significant customer issues to appropriate leaders internally.
  • Able to resolve conflicts while maintaining calm and professional demeanor.

 

Experience Profile: relevant past experience (Requirements)

  • Bachelor’s degree
  • 5+ years of B2B SaaS Enterprise Account management experience.
  • Strong written and verbal communication skills in both Spanish and English.
  • Excellent organizational, presentation and communication skills.
  • Project management skills in managing complex cross team initiatives.
  • Interest in learning technical skills and data analysis work.
  • Proficiency in working with Google Drive & Microsoft Office, particularly Excel/Sheets. 
  • Understand basic API structure and willingness to learn more.
  • Nice to Have: Experience with JIRA, Team Support (support ticketing systems), Elk/Kibana.
  • Nice to Have: SQL Knowledge.

 

About ALICE:

ALICE is the all-in-one solution that enables hotel staff to do the most impactful work without all the guesses. Since the company was founded in 2013, ALICE has gained significant traction in the industry, working with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, and Hyatt Hotels Corporation. ALICE is the 2019 Forbes Travel Guide Brand Official Staff Technology Platform, an Inc. Best Workplaces of 2019, winner of Best Concierge Software, and Finalist for Staff Collaboration, Housekeeping, Facilities Maintenance Management, and Preventative Maintenance software at the 2020 HotelTechAwards.

We’re a remote-first team: We’re proud of the fact that almost half of ALICE’s team works remotely, calling 14 different countries home. We consider ourselves global thinkers and travelers. Instead of adapting our processes for our remote employees after-the-fact, we built processes with them in mind, constantly testing for how they hold up and enhancing them.

 

Perks: 

  • Remote-first work culture
  • Mentorship program and continued learning opportunities
  • Engaging team events (virtual and in-person)
  • Flexible paid time off
  • Competitive salary

 

Read more about what it’s like to work at ALICE: 

 

ALICE hosts both in-person and remote events for our global team.

 

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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