Client Service Manager
hace 2 semanas
The Client Service Manager role is a critical position in our rapidly growing Hospitality business, focusing on identifying and coordinating new service requirements and taking ownership of any opened property issues post installations.
This role requires excellent working relationships with clients, fulfilling and exceeding operational service expectations. The clients will be widespread and varied, including multinational chain hotels, global brands, or franchise group hotels.
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 in customer sites.
- Direct involvement and initiation of Feature and Development requests and its delivery.
- Responsibility for improving processes as they are delivered to clients, liaising with 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.
- Be the first point of contact for customer inquiries, effectively triaging inquiries & requests and coordinating 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 closely with other functions within the organisation to deliver information needed to support you in driving an awesome client experience (Finance, Legal, Sales, Operations, Pre-sales and Product Management Teams).
- Facilitate correct escalation procedures for all support and maintenance issues.
Qualifications:
- 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 adaptability 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.
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