Regional Account Manager, San Francisco

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.

The Regional Account Manager is a key member of the Customer Success team at Tripleseat. This role is responsible for building and maintaining strong, long-lasting relationships with a portfolio of customers to drive product adoption, account growth, and customer retention. The position requires a proactive approach to customer engagement, ensuring clients successfully utilize the full range of Tripleseat’s features to achieve their business goals, grow events revenue, and improve team efficiency.

The Regional Account Manager will work cross-functionally with internal teams, including Sales, Onboarding, Support, Professional Services, Marketing, and Billing, to support customers throughout their lifecycle. This role involves understanding client needs, providing strategic guidance, identifying opportunities for upsell or expansion, and addressing issues impacting customer satisfaction or retention.

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, 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.