Technical Account Manager

Role overview

A senior Technical Account Manager role partnering with a commercial organization to manage complex, high-value hospitality accounts. The position blends deep product and integration expertise with proactive account management, helping customers translate technical capabilities into measurable business outcomes around adoption, retention, and growth.

Responsibilities

- Own the technical relationship across a portfolio of complex managed accounts, partnering closely with Account Executives on account strategy, retention, expansion, and renewal planning. - Proactively identify adoption gaps, technical risks, expansion opportunities, and churn signals, and provide usage, adoption, ROI, and technical insights to support renewals and commercial conversations. - Serve as a senior subject-matter expert across the product suite, integrations, data, and AI capabilities, including BI data structures, market codes, on-the-books versus actuals, and common data-quality issues. - Translate complex API, data flow, and PMS/channel integration scenarios for customer stakeholders, scoping, diagnosing, and explaining failures while partnering with Customer Care, Engineering, and Product on resolution. - Build account-specific adoption plans that connect product capabilities to customer business outcomes, lead best-practice sessions and technical value reviews, and monitor adoption milestones to intervene when expected value is not realized. - Act as a senior bridge between Commercial, Customer Care, Engineering, Product, and customers, channeling structured feedback and improving TAM playbooks, tooling, and operating models.

Requirements

- Significant experience as a senior Technical Account Manager or comparable customer-facing technical role managing complex enterprise accounts. - Strong commercial judgment with a track record of driving adoption, retention, expansion, and renewals across high-value portfolios. - Deep familiarity with hospitality data, BI structures, market codes, and common data-quality issues. - Working knowledge of APIs, data flows, PMS and channel integrations, and typical integration failure points, including connectivity patterns with channel managers and online travel agencies. - Demonstrated ability to lead QBRs, executive customer engagements, and cross-functional coordination with Engineering, Product, and Customer Care. - Excellent communication skills with the ability to tailor technical narratives to varied stakeholders and validate AI-generated insights for accuracy and relevance.

Nice to have

- Experience with rate parity, market insight, revenue optimization, and AI-driven commercial decisioning tools in the hospitality sector. - Background in hospitality, travel, or similar data-rich industries, and comfort working with AI-driven analytics.

Benefits and work setup

- Full-time, remote position based in Japan. - Flexible working environment with the option to work from home or a global office. - Flexible time off and autonomy to manage work-life balance. - Career development through workshops, frameworks, tools, and training. - Competitive compensation with referral bonuses.