About KwentraWe are the fastest-growing, all-in-one cloud-based PMS across the MENA region, building the hospitality ecosystem for tomorrow.Kwentra was founded in 2013 by hoteliers who found themselves choosing between powerful yet outdated legacy systems and cloud-based solutions that could not cover the full spectrum of hotel operations.Built for the real operational dynamics of hotels, our PMS combines robust functionality with intuitive design to support everything from core daily operations to revenue management and guest experience.With 800+ features, Kwentra enables big hotel chains as well as independent properties to manage reservations, front and back office operations, distribution, procurement, analytics, and guest engagement in one seamless system About The Service Delivery Sector – SDSTo achieve Kwentra's vision, SDS works around the clock with its 6 organizational units to ensure each customer experience from the first day at Kwentra is pleasurable and unforgettable. Our business is focused on controlled change management; we work within a flexible yet governed environment with a mindset oriented to a unique customer experience.● Our Vision: To achieve market leadership and ultimate customer success by unifying our operations into seamless, standardized processes within a thriving, sustainable workplace.● Our Mission: To bridge the gap between complex software and human operations through transparent, highly accurate service delivery. By taking ownership of our continuously enhanced processes, we eliminate friction to ensure both our clients and our teams thrive. About The Customer Portfolios Department – CPDThe Customer Portfolios Department (CPD) is the strategic anchor of Kwentra's client relationships, seamlessly bridging the gap from the Pre-Sales stage through post-deployment. Operating under the Service Delivery Sector (SDS), our core objective is to ensure that our clients continuously derive a highly successful customer experience and maximum value from the Kwentra ecosystem. The CPD governs account health, focuses relentlessly on eliminating churn, manages contract renewals, drives strategic upselling, and precisely orchestrates client suggestions. We are the strategic relationship hub connecting Kwentra's internal operational teams with our global hotelier partners, actively driving the sector's goal Customer Happiness Rate.About Your Role ContributionAs an Account Manager, your mission is to transform prospects into lifelong partners. You will take ownership of multiple portfolios of hotels, acting as their primary strategic advisor and success partner. Beyond post-sales, you collaborate actively with the Sales team early in the cycle to ensure a comprehensive and accurate customer profile is built before handover. You act as a strategic advisor for custom client requests and ongoing Change Requests (CRs) partnering with all stakeholders to secure the necessary time to design scalable workarounds that fulfill client needs while seamlessly protecting our implementation and R&D resources. Your role is designed to contribute directly to the SDS goals by proactively eliminating churn, deriving a successful customer experience, driving sustainable upselling, and ensuring Kwentra's realistic promises are consistently realized in the client's daily operations. Core Workflows & Responsibilities● Pre-Sales Profiling & Handover Alignment: Partner with the Sales team during the pre-sales phase to ensure the entire customer profile is thoroughly documented, accurate, and clearly handed over to the SDS units; specifically the Projects team for implementation and the Support team for post-deployment activities.● Strategic Pre-Sales Alignment: Partner closely with the Sales team to capture a full, clear picture of the customer's profile and unique needs early on. When non-standard requirements arise (e.g., specific on-site implementation requests), act as a collaborative advisor to secure the necessary evaluation time without causing any timeline delays. Work diplomatically with both the prospect and internal teams to suggest how to best accommodate these needs, aiming to create scalable, standardized workarounds for the future without causing friction.● BAU Change Request (CR) Governance: Control the influx of Change Requests during Business as Usual (BAU) support. Instead of passing every CR directly to Product Owners (POs) for development, proactively suggest, negotiate, and implement system workarounds with clients to save time, effort, and vital POs bandwidth.● Portfolio Governance: Manage the end-to-end lifecycle for a designated portfolio of global hotel clients, with a rigorous focus on eliminating churn, ensuring continuous adoption, and maximizing the overall customer experience.● Strategic Upselling & The "Account Expansion Gate": Identify opportunities to upgrade clients to new Kwentra modules. Strictly enforce the "Account Expansion Gate" by generating Commercial Update Tickets to ensure the Customer Support and Projects teams are fully notified and prepared for any new SLAs or product rollouts.● Contract & Renewal Management: Oversee contract renewals, SLA adherence reviews and suggesting methods of internal and external enhancements with Business Excellence Unit (BEU), and proactive relationship negotiations to ensure mutually beneficial, long-term agreements while synchronizing with the Customer Experience Office (CXO).● Performance Business Reviews (PBRs): Continuous onsite visits and online activities (e.g. meetings, surveys… etc.) to conduct periodic account health checks and structured reviews with hotel management to demonstrate Kwentra's ROI, analyze system usage, and gather actionable strategic feedback to further elevate their customer experience; assuring clients are using the system correctly, following updates and up to date procedures to maintain best operational processes for each hotel teams. What You Bring to Kwentra● Hospitality & Tech Expertise: A deep understanding of B2B SaaS relationship management, specifically within the hospitality or property management (PMS) technology space.● Strategic Customer Advocacy: A strategic mindset capable of balancing Kwentra’s growth and standardization goals with genuine, empathetic customer advocacy to ensure a successful customer experience.● Diplomatic Negotiation: Exceptional communication and diplomatic negotiation skills, with the ability to confidently present business reviews, align with Sales teams, and steer clients toward standard operating workarounds without them feeling the friction.● Cross-Functional Alignment: A meticulous approach to cross-functional alignment; ensuring that every upsell, contract change, or customized request is thoroughly evaluated, mapped out into scalable solutions, and communicated transparently to internal technical and support teams.● Emotional Intelligence & Resilience: High emotional intelligence and patience are strictly required to consult and handle nervous end-users, especially when reached out as an escalation point, guiding them through the psychological friction of adopting new enterprise technology while promptly handling their request, which shouldn’t be happening if PBRs are actively in place.● Process Discipline & Agile Autonomy: A strict commitment to structured workflows, documentation, and quality checklists. Capable of working autonomously while staying aligned with the Project Manager's strategic timelines.● Global Communication Expertise: Persuasive communication skills to manage international stakeholders across time zones, efficiently using asynchronous tools in a hybrid work environment. Qualifications & Expertise● Degree: Bachelor's in Business Administration, Accounting, or Hospitality. A technical/hospitality hybrid background is highly preferred.● Certifications: PRINCE2, ITIL 4, Jira, or Hospitality Operations.● Experience: 3-5 years of proven experience in B2B Account Management, Customer Success, Pre-Sales, or Enterprise Sales, ideally within the Hospitality Tech, SaaS PMS, or Online Travel Agency (OTA) industries.● Domain Knowledge: Solid understanding of hotel operations, revenue management, and hospitality software ecosystems (PMS, POS, Channel Managers like SiteMinder).● Bilingual: Fluent English and Arabic (written and spoken); capable of drafting formal correspondences and leading high-stakes negotiations in both languages.● Systems Proficiency: Experience using CRMs, ERPs, and helpdesk tools (e.g., Jira) for account tracking, pipeline management, and cross-team ticketing.● Mobility: Valid passport and willingness for heavy domestic and international travel for on-site support.What We Offer● Competitive Compensation: A highly competitive, fixed monthly net salary fully commensurate with elite technical and operational experience.● Performance Variable: Substantial additional post-assessment variable pay tied directly to highly successful metrics and success rates.● Health & Security: Comprehensive Social and Medical Insurance coverage.● Hybrid Workflow Flexibility: A highly progressive, sustainable working environment meticulously designed to balance highly focused remote work, highly collaborative in-office days at our customized Giza headquarters, and dynamic, immersive on-site travel experiences.● Tools for Unrestricted Success: Company-provided, top-tier business hardware and generous communication allowances to definitively ensure absolutely seamless connectivity from any global location.Join us in shaping the future of hospitality technology globally, right from Egypt. Apply today to become a core pillar of Kwentra’s Customer Portfolios team!