Senior Account Manager

Partner Management:

• Drive the achievement of both short and long-term goals, focusing on, business expansion, upselling, certifications, and solution development
• Understand partner business objectives and align them with Serko's strategies to drive mutual success
• Lead regular partner reviews and quarterly business reviews to track performance, address gaps, and agree on improvement plans
• Build stakeholder maps and cultivate trusted-advisor relationships to expand Serko's network and drive growth within both partner and client bases
• Engage with C-level and senior stakeholders at major TMC partners to align strategies and foster long-term relationships
• Negotiate and close renewal contracts with partners, collaborating cross-functionally with internal teams and partner decision-makers
• Serve as the main point of contact for major service issues and customer escalations.

Customer Management:

• Co-develop and execute customer campaigns in collaboration with Serko's and partners' Marketing and Product teams
• Nurture customer relationships, building advocates who actively promote Serko to their travel procurement peers
• Retain our customers' emotional preference for Serko, guiding them through the selection and procurement process for renewals
• Maintain trusted advisor relationships with key buyers and influencers, converting prospects to Serko's platform
• Deliver compelling product presentations to support customers through their purchasing journey and set them up for success during onboarding
• Identify and develop customer success stories to build visibility and advocacy within the travel procurement community.

• Experience within a technology or SaaS business
• An understanding of sales targets, KPIs and customer satisfaction metrics
• A proactive, results-driven approach with a passion for delivering solutions to customers, outpacing the competition, and leveraging technology to deliver tailored solutions
• A customer-centric mindset, with the ability to understand client needs and drive satisfaction, retention, and long-term relationships
• A motivated, goal-oriented leader with a challenger mindset, trusted to navigate tough situations and build strategic relationships from contract negotiations through to senior-level champion
• A growth-focused mindset, leveraging data collection, analysis, and insights to inform senior stakeholders to better inform decision-making and strategy formulation

Benefits

At Serko we aim to create a place where people can come and do their best work. Offering competitive benefits that support you as an individual.

Some of the benefits we offer at Serko are:

• A competitive base salary and discretionary incentive plan based on individual and company performance
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your own career pathways.