Manager, Review Services, North America
TripAdvisor - Newton, MA

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We are looking for an Account Manager, Review Services to join our Global Partnerships team. The successful candidate will be responsible for account managing our key review collection partners, ensuring we deliver the right product and level of service in accordance with contractual arrangements and optimize both the quantity and quality of reviews collected jointly . This role requires a proactive, motivated, organized, responsible candidate who is able to work well in a fast-paced, team-oriented and entrepreneurial environment. This role will be based in Newton, MA.

The Account Manager will combine strong account management, relationship building, analytical and project management skills. S/he will have previous experience in account and project management.

This position will report to the Director, Review Services and will be accountable for review collection growth against metrics.
          Specific responsibilities include:


          For new key partners, project-manage the implementation of their review collection solution in close coordination with our business development, product, engineering and content teams. Ensure project deadlines are met in accordance with both internal and partner requirements. Ensure that partners provide contracted marketing and promotional commitments where applicable.

          - Manage key North America review collection partners and intermediary relationships on a day-to-day basis including addressing questions and issues related to their review collection process.

          - Optimize live key partners through monitoring performance of review collection campaigns, provision of reports, conducting quarterly review presentations in conjunction with Business Development lead.

          - Help extend customer acquisition through close management of key intermediary relationships.

          - Where possible, help extend our existing review collection partnerships to new websites and new products beyond hotels (i.e. attractions, restaurants, flights).

          - Liaise with our product and engineering teams to help feed the product development process with partner requirements.

          - Build excellent working relationship with NA Business Development Team to transition partners after contract signature and help support their pitches with product expertise where needed.

          - Coordinate with other TripAdvisor teams (customer service, content, sales) around key partner relationships.

          - Provide weekly updates on NA performance to Director, Review Services.

          Candidate profile:
          • Equipped with excellent account management and relationship building skills.
          • Experienced at building effective client relationships through positive communication, honesty and trust across all levels of the account base
          • Not intimidated by technical interaction. Our group works closely with engineers. The successful candidate must enjoy problem solving and be unafraid of technical solutions to ensure successful launch of products.

          Hiring requirements:

          At least 3-5 years experience in account management, preferably at a leading SaaS company. Hospitality or travel experience considered a plus.
          Strong organizational and project management skills.
          Strong analytical skills: understands and utilizes metrics relevant to role.
          Excellent written and oral communication.
          Target driven and proven self-starter with ability to deliver against targets without constant supervision.
          Ability to work in a fast-paced environment with a hands-on approach and demonstrated ability to multi-task and think creatively.
          Good business judgment.
          Flexible and open to change and new information; adapts behavior and work methods accordingly.
          International outlook.

          About this company
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