The Customer Success Manager is responsible for Property Connector implementation and client management for our hospitality clients. The implementation duties for this position include connection setup, testing, data gathering, debugging, issue research, resolution, escalation, piloting and documentation of test cases, issues, and solutions. This role includes customer certifications, development support and ownership of assigned accounts.

Key Responsibilities and Duties
• Serve as the primary contact for the successful onboarding of Hotel Group customers as well as pre & post-sales support.
• Build customer relationship with Hotel Customers.
• Manage the service delivery client portfolios.
• Hold product training for customers.
• Manage the assigned onboarding operational process and co-ordination for hotel & product team.
• Analyze customer data to improve customer experience.
• Support Customer Success team to handle and resolve customer requests and complaints.
• Minimize customer churn.

Experience and Skills
• 2-3 years CRS/Channel Manage/ distribution technology project and implementation position
• Good knowledge and familiar with Hotel PMS and channeldistributor behavior
• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Good Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Analytical and strategic thinker with strong problem-solving skills set
• Passion for service.
• Languages: Proficient in English, oral and written
• Preferred: hospitality technology industry

Education
• Bachelor’s degree in business or IT field required or equivalent work experience