We are looking for an experienced Enterprise Account Manager (also referred to as Senior Key Account Manager) to own one of the company's most valuable relationships. Rather than managing a broad portfolio, this is a dedicated, hands-on role responsible for retaining, deepening, and growing just 1–2 flagship hotel or enterprise accounts, building intimate knowledge of the client's operations, stakeholders, and goals to maximize value on both sides. Success in this role means "harvesting and growing" the account: expanding the company's footprint across additional venues, modules, and services, while protecting the relationship against churn and competitive displacement. This requires a consultative, embedded-partner mindset — closer to a strategic account director than a traditional account manager.
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Location
Dubai, United Arab Emirates
Responsibilities
- Serve as the single, dedicated point of contact for major hotel/enterprise accounts, building deep, trusted relationships with both property-level and group-level stakeholders.
- Develop an intimate understanding of each account's organizational structure, decision-making process, and strategic priorities.
- Act as an embedded partner, maintaining a regular on-site or high-touch presence to stay ahead of emerging needs.
- Identify and execute opportunities to expand the company's footprint within each account — additional venues/properties, new modules, upgraded packages, and add-on services.
- Build and execute account growth plans with clear targets for expansion revenue and rollout across additional sites.
- Lead commercial conversations on upsell, cross-sell, and contract expansion, partnering with Commercial leadership on pricing and negotiation.
- Own retention for assigned accounts, proactively identifying risk signals and acting quickly to resolve them.
- Run regular business reviews (QBRs) with senior client stakeholders to demonstrate value delivered and realign on priorities.
- Act as the client's internal advocate, escalating and coordinating with Product, Support, and Engineering to resolve issues quickly.
Requirements
- 6+ years of experience in key/strategic account management, enterprise customer success, or client-facing commercial roles, ideally within SaaS or hospitality tech.
- Proven experience managing and growing large, complex, multi-site accounts (hotel groups, F&B chains, or similar).
- Strong track record of expansion revenue generation: upsell, cross-sell, and multi-site rollout.
- Confident engaging senior stakeholders (Director level and above), including in hospitality operations, IT, and procurement.
- Excellent relationship-building, negotiation, and executive communication skills.
- Fluency in English and Arabic required (French is a plus).
- Willingness to travel regularly to client properties.
