Account Manager, International - APAC

Tripleseat • United States, United States • 1d ago

For hospitality, by hospitality. 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.

If you are enthusiastic about hospitality and want to be part of an innovative, cutting-edge solution, it's time to join us in our mission to revolutionize the industry here at Tripleseat!

As an Account Manager, International, you will be pivotal in building and maintaining long-lasting customer relationships to increase product adoption, prevent churn, and encourage referrals. Reporting to the Manager of Account Management, this role requires a reactive and proactive approach to customer support and engagement, a deep understanding of the hospitality industry, and frequent travel to support customers.

This position is open to remote candidates eligible to work in Australia (Sydney area preferred), requiring frequent visits to customers in that region. This position will require 50% travel to customer events, company events, meetings, and training (domestically & abroad).

What you will do:

Customer Relationship Management

Develop long-lasting client relationships through regional travel for in-person visits, regular calls, scheduled account reviews, networking events, and educational webinars.

Plan, prepare, and execute customer webinars, including topic strategy, content development, dry runs, delivery, and post-webinar follow-up to drive adoption.

Travel on short notice for high-impact onsite support, including churn prevention, training, strategic enablement, or pre-sales partnership.

Create and deliver product documentation as needed to explain features, best practices, workflows, and practical workarounds by use case.

Translate industry knowledge, customer insights, and data into clear outlines and polished slide decks for onsite events and educational webinars.

De-escalate and resolve conflicts with empathy and creativity, keeping outcomes aligned to both customer goals and Tripleseat standards.

Advocate for customers by capturing feedback, identifying patterns, and partnering with internal teams to improve product and customer experience.

Customer Health, Adoption, & Growth

Leverage ChurnZero and Salesforce to document touchpoints, monitor customer sentiment, and proactively surface risks and opportunities.

Maintain strong account health by executing customer journeys and plays that reinforce best practices and increase usage of sticky features and add-on products.

Own monthly KPIs for customer engagement (e.g., online meetings, account reviews, and onsite visits).

Fulfill monthly CSQL quota by identifying expansion opportunities, qualifying customer needs, and partnering with Sales to progress add-on pipeline through close.

Lead pricing discussions, including renewals, discounting, and contract term negotiations (term length, billing cadence, add-ons, etc.).

Conduct recurring account reviews to assess satisfaction, align on goals, and create clear adoption and success plans.

Leverage AI tools and automation to enhance productivity, streamline account management tasks, improve communication quality, and drive more strategic customer engagement.

Customer Support & Training

Daily Support Responsibilities: Mon-Fri, 50% of the day (exact timing TBD)

Become a product expert for Tripleseat and its full range of features, capabilities, and benefits.

Communicate directly with customers to understand and troubleshoot questions and issues to ensure success and resolution

Assist customers through multiple channels (Zendesk tickets, phone calls, chat, and Zoom)

Work closely with other departments (Sales, Billing, Support, Onboarding, Product) to achieve overall customer success and retention.

Assist in training and demoing new Tripleseat products, while also contributing to the development of new resources and webinars.

Provide product documentation (written and video) to explain feature functionality, best practices, and to demonstrate use cases.

Industry Knowledge & Thought Leadership

Use a consultative approach and transform industry knowledge, best practices, and previous experience into compelling outlines and slide decks for in-person and virtual presentations.

Establish credibility as a trusted advisor and industry voice by sharing insights, tracking trends, and engaging meaningfully with the community.

Understand the impact Tripleseat has on businesses and the industry, actively seeking customer feedback for product improvement.

What we are looking for:

Industry Experience

Minimum of 5 years of experience in the hospitality industry, preferably in event management

Working knowledge of Tripleseat or a similar event management tool (required)

Existing strong hospitality connections in your local community with other event managers

Skills & Attributes

Problem solver who is self-motivated & driven to excel

Excellent communicator (written & verbal) with the ability to engage diverse audiences

Passion for technology with a natural curiosity for how things work

Strong empathy, customer-first mindset, and a solid sense of humor

Ability to travel to support and engage customers (could be up to 50% in a single month)

Base Compensation Range: $75,000 - $85,000 USD annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job related factors.

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