Client Service Manager - Hospitality Software

The Client Service Manager role is focused on identifying and coordinating new service requirements and taking ownership of any opened property issues post installations. It is a crucial role in a rapidly growing Hospitality business, with real autonomy to drive improvements in the service that clients receive. The role will maintain excellent working relationships with clients which fulfil and then exceed the operational service expectations of the client. Your clients will be widespread and varied, including but not limited to multinational chain hotels, global brand, or franchise group hotels.

This are key highlights of the role:

• Ownership of key clients from a service level perspective.
• Coordinating request fulfilment (new or existing) and proactively engaging with Operations to drive service request implementation for our clients.
• Direct involvement and initiation of Feature and Development requests and its delivery.
• Responsibility for improving processes as they are delivered to clients, liaising with the appropriate internal teams to act as “the voice of the client” internally and be a true champion for customer success. Ensuring that clients receive a consistent and quality-orientated service.
• Identify and decrease risks prior to renewals, support Sales Team to secure successful renewals or upgrades.

What you will do:

• Work with existing Shiji Enterprise Platform customers to achieve ongoing revenue opportunities.
• To be the first point of contact of customer inquiries. To effectively triage inquiries & requests and coordinate with the appropriate teams to achieve a resolution.
• Lead new service and feature requests agenda through regular communication with pre-sales, sales, project, regional and global product and operation management teams.
• Manage a diverse range of complex or bespoke client requests and daily queries.
• Work close with other functions within the organization to deliver information needed to support you in driving awesome client experience. (Finance, Legal, Sales, Operations, Pre-sales and Product Management Teams)
• Facilitate correct escalation procedures for all support and maintenance issues.
• Other ad hoc duties and travel as required.

Requirements

• Customer success or client service experience in SaaS and/or hospitality industry.
• Proven problem-solving skills in a customer facing role. Strong “farmer” personality type.
• Working knowledge of Hospitality PMS/POS solutions, Microsoft Office suite and CRM tools.
• Experience working with, and managing, stakeholders and customers at all levels.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills.
• Flexibility and adaptable in a fast-paced environment.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Educated to bachelor’s degree level preferred but not essential.
• German language preferable.

Additional information

• Customer success or PMS Implementation Specialist background essential.
• Proven problem-solving skills in a customer facing role. Strong “farmer” personality type.
• Working knowledge of Hospitality PMS/POS solutions, Microsoft Office suite and CRM tools.
• Experience working with, and managing, stakeholders and customers at all levels.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills.
• Flexibility and adaptability in a fast-paced environment.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Bachelor degree level preferred but not essential.
• Good level of German and full proficiency in English required.