Key Responsibilities Account Ownership & Relationship Depth • Serve as the dedicated point of contact for a portfolio of hospitality accounts across Lebanon building deep trusted relationships with both property-level and group-level stakeholders. • Train and onboard accounts to ensure product usability adoption and satisfaction are high. • Develop an intimate understanding of each account's organizational structure decision-making process and strategic priorities. • Maintain a regular in-person on-site presence across your portfolio to stay ahead of emerging needs — this is an office-based road-facing role not remote. • Build multi-threaded relationships across operations F&B it and procurement functions within each account. Growth & Expansion (“Harvest and Grow”) • Identify and execute opportunities to expand Servme'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. • Track and report on expansion pipeline and forecast revenue growth across the portfolio. Retention & Account Health • Own retention across the assigned portfolio proactively identifying risk signals and acting quickly to resolve them. • Run regular business reviews (QBRs) with client stakeholders to demonstrate value delivered and realign on priorities. • Manage renewal cycles end to end ensuring on-time favorable renewal outcomes. • Monitor account health metrics (usage satisfaction support tickets) and intervene proactively. Escalation & Cross-Functional Coordination • Act as the client's internal advocate escalating and coordinating with Product support and Engineering to resolve issues quickly. • Partner with the Team Lead – SMB Account Management to align on retention and growth best practices across the wider Account Management function. • Coordinate with Marketing and Product on account-specific init case studies or co-marketing opportunities where appropriate. Reporting & Forecasting • Maintain accurate up-to-date account records and activity in the CRM. • Provide regular updates to leadership on account status growth pipeline and renewal timing. • Own accurate revenue forecasting for the assigned portfolio. Qualifications & Requirements • 3–5+ years of experience in account management customer success or client-facing commercial roles ideally within SaaS or hospitality. • Proven experience managing and growing hospitality accounts of varying size — hotels restaurants F&B groups or similar — not limited to enterprise clients. • Strong track record of expansion revenue generation: upsell cross-sell and multi-site rollout. • Comfortable managing a varied portfolio of accounts while still building deep embedded relationships with key stakeholders. • Confident engaging stakeholders at all levels from day-to-day operators to senior decision-makers. • Excellent relationship-building negotiation and communication skills. • Data-driven approach to tracking account health and growth metrics. • Fluency in English and Arabic is required (French is a plus). • Valid driver's license and access to a car required — this is an on-the-road role with regula Lebanon; this is an office-based role not remote. • Highly proactive entrepreneurial and comfortable owning outcomes with a high degree of autonomy. Working Conditions: Full time Job Not a remote job