Key Account Manager

**Position Purpose**:
The Key Account Manager is the primary point of contact of an assigned portfolio of strategic hotel clients. He/she is responsible for ongoing customer satisfaction and retention through results increase and strong relationships with decision makers and users. The Key Account Manager acts as a strategic business ensuring that the clients are gaining full benefit of D-EDGE purchased products and driving effective strategies to achieve organic growth. He’s responsible for identigying upsell opportunities which ultimately leads to improved revenue both for the clients and D-EDGE

**Primary responsibilities**:
Responsible for all customer communications and compliance on contractual deliverables.

Ensure quality standards and expectations are met
- Bring expertise to the clients on products and solutions of the company
- Conduct regular business reviews with customers
- Identify major revenue, visibility and conversion optimization actions in order to maximize on

all possible opportunities and minimize any risks
- Build client relationship ensuring key hotel team members are actively engaged and effectively

implement optimal strategies, analysis, controls and best practices
- Identify and pursue opportunities to propose new products and solutions to customers
- Write proposals and conduct negotiations
- Prepare, anticipate and ensure the renewal of customer contracts
- Coordinate the implementation of the solutions with the internal departments of D-Edge

(Project mode)
- Coordinate the involvement of company personnel, including support, service, and
- management resources, to meet account performance objectives and customers’expectations
- Provide client feedback on D-EDGE solutions to the Product Team
- Communicate all client issues with the relevant team within D-EDGE and ensure that the

issues are being resolved in a timely manner
- Occasionally intervenes on the resolution of technical problems

**KPIs**

Overall performance of their assigned portfolio (i.e., revenue growth)
- Customer retention
- Customer satisfaction rating (NPS, satistfaction questionnaire)
- Quality of information in salesforce

**Skills and Competencies**

Ability to create, maintain and enhance client relationships, operating at a strategic level as

well as a detailed level when required.
- Ability to complete multiple tasks concurrently and deliver results under pressure
- Excellent analytical, problems solving and troubleshooting skills - ability to define problems,

collect data, establish facts and draw conclusions
- Strong overall business skills, including planning, presentation skills, sales skills and business acumen
- Being proactive and can work independently
- Excellent communication skills with the ability to effectively interface with all levels and

departments on a formal, informal, written and verbal basis
- Self-motivated, goal oriented, and able to work in a team environment
- Project Management skills

**Experience, tools and specialist knowledge**:
High School Diploma required
- 5+ years’ experience in a combination of revenue management, hotel eCommerce, and/or marketing/sales or providing services and solutions to hotels in revenue management, eCommerce, and/or marketing/sales
- Deep understanding of D-EDGE portfolio of products
- Understanding of all hotel distribution channels and an in-depth knowledge of the GDS,

Consortia and TMCs.
- Bilingual fluency in English. Any other language is a plus
- Efficiency in Excel, MS Word, Salesforce CRM
- Computer proficiency in Excel, & PowerPoint