Senior Account Manager

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world's leading business travel marketplace. We are proud to be an equal-opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact.

Requirements

Make an Impact

This role reports to the Senior Manager, Account Management of GetThere, and drives Serko's managed travel revenue growth by managing a portfolio of customers and leading these relationships as the business owner for our partners and customers for the market as a team of peers.

You will play a critical role in attracting new customers, retaining existing clients and expanding the footprint of Serko's platform. Your efforts will directly impact the growth and success of both Serko and our partners in the North American market and beyond.

What you'll get to do

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.

What you'll bring

• 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.