Key Account Manager (US)

Permanent employee, Full-time · Remote [United States]

About Caravelo

Caravelo is a travel-tech company with a global team and roots in Barcelona that specializes in subscriptions. We make travel better and more accessible by enabling our clients to offer better products and helping them to become more profitable and more stable businesses.
Our team has been growing over the past few years and at the moment we are a team of 50 people working mostly from our HQ in Barcelona. If you’d like to be part of our growth journey, read on. 
Caravelo is the only platform in the world specializing in subscriptions for the travel vertical, reducing the need for our clients to develop specific adaptations or logic. We serve a diverse range of customers, from small low-cost airlines to large corporations from all over the world.

The mission

We are looking for a Key Account Manager (KAM) to join our team and nurture solid relationships with our key customers located in the West Coast of North America, driving significant business growth and implementing strategic solutions to achieve their long-term goals.

Our KAM must be an exceptional communicator and consultant at the management level, with a deep understanding of the travel industry, our partners' business, specific challenges and objectives in order to proactively articulate and demonstrate the ongoing impact and inspiring key customers to sell the value of Caravelo’s products, encouraging their adoption and contract expansion. Our KAM will constantly build and maintain strong relationships with multiple individuals, both junior and senior, within the assigned partner organizations, serving as an escalation point of contact for issues that impact the client’s success in the short term, but also developing strategic accounts plans and identifying growth opportunities for the long-term. 

Our KAM will collaborate closely with Caravelo Product and Delivery teams, driving the seamless implementation of our solutions, relentlessly optimizing ongoing utilization, and ensuring the flawless execution of contract renewals. The KAM will also cultivate exceptional rapport with Caravelo staff in the Sales, Marketing, Support and Finance teams, to maximize the impact of our products and services.

This role reports to the Customer Success Director.

In 1 Month
  • You get familiar with our Subscriptions product, its business rules and implementation for each one of our current customers

  • You participate in team meetings and contribute to discussions with our Product and Sales department

  • You have a deep understanding of our key metrics, their historical trends and how to effectively communicate them to stakeholders

  • You provide visibility to customers of deliveries and product enhancements

  • You stay constantly informed about the industry trends and news, specially focused in the companies that operate in the North America region

  • You become the main focal point and start leading weekly meetings with one of our key customers located in the North America region

In 3 Months
  • You are the main point of contact and leader of all meetings with our key customers in North America, ensuring their inquiries are promptly addressed

  • You communicate effectively, both internally and externally, the impact that our Subscription product adds to the success of our key clients

  • You conduct regular business reviews and performance analysis for key accounts, providing valuable insights and recommendations to enhance the partnership in the short and long term

  • You generate alignment and cooperation among internal stakeholders, contributing to the clarity of the delivery requirements requested

In 6 months
  • You are in full control of the relationship with key customers in the North America region, anticipating and escalating challenges to internal stakeholders when necessary

  • You become a business expert and strong advocate of the impact that Caravelo’s product offers to our key customers

  • You are a proactive and results-oriented individual who is constantly looking for ways to improve existing processes and procedures, both internally and externally, also identifying opportunities for upselling and cross-selling

  • You provide visibility and inputs needed to our Product department to help them build our Subscriptions roadmap

Duties and responsibilities
  • Developing and sustaining solid relationships with key clients that bring in the most income for the company, often in face-to-face meetings

  • Acting as the main point of contact between key customers and internal teams, addressing and resolving client’s complaints, inquiries and requests

  • Monitor main metrics to ensure adoption and optimal use of the product

  • Identify strategies for revenue acceleration and churn reduction, executing plans that drives business growth and maximize revenues from key accounts

  • Executing Caravelo’s customer success plan, following an orchestrated journey across the three main phases in customer’s lifecycle: Onboarding, usage and expansion

  • Ensure high level business alignment, define core processes and set expectations of the product and service to be delivered during the onboarding of a new key client

  • Organize and lead structural weekly calls and quarterly business reviews

  • Coordinate the solution of any issue that might put in risk the desired results, handling expectations and proper communication to maintain trust

  • Identify and explore cross-sell and upsell opportunities with existing key customers

  • Foster collaboration within Caravelo’s teams and across commercial verticals

  • Implementing research activities to analyze client feedback and monitoring new and existing project plans and executions for desirable results

  • Updating and documenting all activities completed with customers in accurate and timely manner for future references

Required skills and experience

Must have:

  • Bachelor's degree and a minimum of 3 years of experience as a Key Account Manager or a Customer Success Manager role having dealt directly with high-touch clients

  • Being able to work in the United States and/or Canada and having flexibility to travel frequently

  • Strong understanding of the airline industry and value drivers in Revenue Management, Ancillary Management and recurring revenue business models

  • Fluent communication skills (written, verbal, presentation) in English

  • Be resourceful and self-organized, with ability to work independently

  • Analytical skills to analyze, draw inferences from data and make informed recommendations to key customers

  • Proficiency with MS Office and Google Suite

  • The flexibility to travel often and to be able to work remotely, often in isolation

  • Ability to communicate, present and influence credibly and effectively at all levels of Caravelo and the clients organizations

Good to have:

  • Living in the Pacific Northwest coast of the United States or Canada

  • Fluent communication skills (written, verbal, presentation) in Spanish

  • Knowledge of Software production and Agile methodologies

What we offer
  • Competitive salary and progression framework
  • Flexible working hours
  • Remote work options
  • A fantastic and spacious office in the heart of Barcelona
  • The possibility to see the results of your work, and have a real impact on the business
  • Diverse, inclusive and international work environment
  • Training and conferences budget
  • LinkedIn Learning License
  • 23 days holidays
  • Fun environment & team: company events, celebrations, etc.
About us

At Caravelo we are always looking for people with the right mix of passion, authenticity, and attitude to join our team. We are also proud to be an inclusive, equal opportunity employer.

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