Regional Account Manager - Texas

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

As a Regional Account Manager, you will be an integral part of the Customer Success team at Tripleseat. Your primary responsibility will be to build and maintain strong, long-lasting client relationships that drive product adoption, account growth, and customer retention through proactive engagement. Throughout the customer journey, you will collaborate closely with Sales, Onboarding, Support, Professional Services, Marketing, and Billing teams. This role involves working with clients to ensure they successfully utilize the full range of Tripleseat features and achieve their business objectives, grow events revenue, and improve team efficiency,

Travel Expectations: Frequent travel (up to 50% in some months) to support customers in your region is required, including attending events, company meetings, and training sessions.

Core Responsibilities

• Client Relationship Management: Build and maintain long-lasting client relationships to increase product adoption, prevent churn, and encourage referrals.

• Account Health Monitoring: Utilize Churnzero and Salesforce to track client interactions, monitor customer satisfaction, and proactively address issues.

• Adoption & Engagement: Maintain account health by leveraging customer journeys and plays to demonstrate best practices and improve the adoption of sticky features and add-on products.

• Customer Reviews: Conduct regular account reviews to assess satisfaction, improve adoption, and identify areas for improvement.

• Escalated Customer Support: Be available on short notice to provide prioritized or escalated customer support. Meetings may be online or in person. Examples include churn prevention, executive training, and escalated technical issues.

• Documentation & Training: Provide product documentation (written and video) to explain feature functionality, best practices, and workarounds. Assist in training customers on Tripleseat products.

• Industry Thought Leadership: Transform industry knowledge, best practices, and data into compelling presentations for in-person events and webinars. Establish yourself as a trusted advisor by sharing insights and identifying trends.

• Proactive Issue Resolution: Creatively handle conflict situations and proactively offer solutions to resolve customer issues.

• Product Expertise: Become an expert in Tripleseat’s features and capabilities, providing customers with advice and insights to optimize their usage.

• Feedback Integration: Actively seek customer feedback for product improvements and feature development.

• Other related duties as assigned.

Knowledge, Skills, and Abilities Required:

• Technical Proficiency: Working knowledge of Tripleseat or similar event management tools.

• Problem-Solving: Critical thinking and analytical skills to effectively make decisions and resolve issues.

• Communication Skills: Skilled communicator capable of engaging diverse audiences with a passion for sharing insights and knowledge.

• Customer-focused: Strong empathy, with the ability to connect with customers and build trust.

• Self-motivation: Driven to excel without external motivation, committed to excellence and continuous improvement.

• Communication & Collaboration: Strong organizational skills with excellent verbal and written communication, presentation abilities, and a collaborative mindset.

• Adaptability: Comfortable working in a fast-paced, dynamic environment across multiple departments.

• Problem-Solving & Innovation: Ability to develop creative solutions and streamline processes.

• Values Alignment: A customer-focused attitude and the ability to build rapport across teams.

Preferred Experience:

• Industry Expertise: Minimum of 5 years of experience in the restaurant or hospitality industry, preferably in event management.

• Technology Solutions: Experience working with technology solutions, with a curiosity about how software applications work.

• Hospitality Network: Strong connections within the local hospitality community and event management industry.

• Training & Presentations: Experience creating training materials and delivering presentations to small and large groups.

• Hospitality Industry Passion: A genuine passion for the hospitality industry and a solid sense of humor to navigate challenges with resilience.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.

• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.

• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.

• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.

• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.

• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.

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Last updated on Sep 27, 2024