Client Service Manager - Hospitality Software, German

November 10

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Shiji Group

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Hotel Technology • Hospitality • Information Technology • Hotel Distribution • Point of Sale Technology

1001 - 5000

Description

• 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 • 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

Requirements

• "Native" level of German and full proficiency in English required • 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

Benefits

• Challenging and creative technology environment with a great deal of freedom and responsibility • Feedback and initiatives are always welcome, you’ll also get full ownership to help shape the company's future • Opportunity to grow inside the global organization and develop yourself both professionally and personally • Flexible working hours and a modern workplace in one of our multinational offices • Regular company Events & Entertainments as well as access to various location-based benefits and Employee Assistance Programs