Senior Product Account Manager

About Us

Journey is a leading hotel marketing agency, revolutionising the luxury hospitality and travel industry through creativity, incomparable industry knowledge, and digital disruption. Working with the best luxury hotels and resorts in the world, empowering growth and increasing revenue through innovation, collaboration, and technology solutions.

Before we get started, there are three things you need to know.

• At Journey, we will always have an entrepreneurial spirit. We started off as a team of six and have never forgotten our humble roots. To thrive you will need to embrace this mindset. We all roll up our sleeves, we help each other out, we admit if we are struggling, we lean on one another and we leave ego at the door. That is very important.
• Everyone plays a part. We are a business of collaboration and sharing, be it ideas, time, skills, knowledge, energy or snacks… we are in it together. Our clients are considered part of our business and we treat them with the same inclusive respect and consideration.
• This role requires 3 days per week in either the Cheltenham or Cannock office.

Role Overview

The Senior Product Account Manager is responsible for the ownership and strategic management of client accounts within their region, ensuring clients are achieving optimal results across our product suite: Journey EMS (spa & experience booking software), Journey Ecommerce (guest booking software), and Gifted (voucher booking software).

This role is central to driving client performance, satisfaction, and long-term success. The Senior Product Account Manager works closely with the Product Performance team to monitor outcomes, identify trends, and provide actionable recommendations and insights to clients. They act as a trusted advisor, ensuring clients are using the software effectively to meet their business objectives, while also fostering strong relationships and championing the client’s needs internally.

In addition to managing key regional accounts, this role involves mentoring Account Managers and Account Executives, ensuring consistent delivery of service, best practices, and strategic guidance across the team. The Senior Product Account Manager also collaborates with the wider Account Management team where our products and services overlap, ensuring a cohesive approach to client success across the organisation.

Key Responsibilities

• Act as the primary point of contact for product clients, building and nurturing strong, long-term relationships across Journey.
• Develop a deep understanding of client goals, needs, and challenges, maintaining regular communication to gather feedback, resolve issues, and ensure ongoing satisfaction and success.
• Monitor client performance and usage across all products, working closely with the Product Performance team to identify trends, optimise outcomes, and provide actionable insights and recommendations to maximise client results and business success.
• Collaborate closely with internal teams, including Account Management, Product Performance, and Support teams.
• Support client training, troubleshooting, and ongoing education, while proactively sharing new features, enhancements, and best practices to maximise product adoption and performance.
• Serve as a strong advocate for clients within the organisation, representing their needs and feedback in product development and continuous improvement discussions.
• Identify opportunities for upselling or cross-selling additional software features, upgrades, or services across Journey.
• Mentor and support Account Managers and Account Executives, sharing expertise, guidance, and best practices to elevate team capability and client outcomes.
• Work closely with the wider Account Management team to ensure consistent service delivery, alignment, and strategic account management where products and services overlap.
• Maintain accurate and up-to-date records of client interactions, performance, and account activity using CRM tools.
• Generate and present regular reports on client usage, satisfaction, and performance trends, identifying opportunities for optimisation, growth, and strategic development.

What You'll Bring

Key Skills:

• Proven experience in software account management or a similar client-facing role, ideally within spa, wellness, or hospitality.
• Strong understanding of spa operations, booking systems, and hospitality software solutions.
• Exceptional communication, negotiation, and interpersonal skills.
• Ability to multitask, prioritise, and manage time effectively.
• Commercially minded, data-driven, and passionate about client success.
• Experience mentoring or managing other team members is highly desirable.
• Proficiency in CRM software, Google Suite, and IT systems (Mac knowledge advantageous).
• Full UK driving licence and willingness to travel regionally to meet clients as needed.

What You'll Get

• Strong people and communication skills. Commercially minded.
• Fast learner, accountable and ambitious.
• Passionate about detail, data and order. Bent on improving processes and systems.
• Ability to work under your own initiative in a highly pressured environment.
• Driven to be an expert in our industry and be ahead of our competitors.

Company Culture

Think of your role here as more than just a job; it's about shaping your future, one hotel at a time. We're a team of innovators, strategists, storytellers, and engineers, all with a few things in common. We love hotels, we get results, and we provide great online experiences for hoteliers and their guests. Our work can be challenging, but we're firm believers that when you love what you do, you do it well.

Find out more here:

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