Client Service Manager

Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more.

Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.

Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

The Client Service Manager role is focused on the ownership and continual improvement of the day-to-day operational service offered to our clients along with smooth handover of any new clients from the Project Management teams. It’s a crucial role in a rapidly growing Hospitality business, with real autonomy given to you to both to build your portfolio of clients and drive improvements in the service they receive.

**Job Description**:

- Lead the operational agenda through regular communication with account senior managers - in most cases at least weekly.
- Assess the client’s current and future operational needs, and propose alternatives to optimize efficiency and revenue which they embrace and value
- Manage a diverse range of complex or bespoke client requests and daily requirements, including the opportunity to be involved in regional or global projects with real impact on how the customer develops
- Complete a regular review of client systems and networks to ensure these remain accurate and up to the required standard for the client and our customer
- Liaise with the customer support team to ensure they are fully briefed on the parameters of all of your client’s programs in order to deliver best service when contact is made - coaching and developing the team to deliver above and beyond at every opportunity
- Work close with other functions within the organisation to deliver information needed to support you in driving awesome client experience in
- finance, commercial, legal,sales,operation, pre-sales and product management teams.
- Ensuring client programs comply with relevant legislation in each jurisdiction, working with the pre-sales, sales, project and operation management teams
- Delivering results in line with the strategic plan for the business and the client
- Responsible for ensuring that clients receive a consistent and quality-orientated service, but which excels in delighting them at every opportunity

**Qualifications**:

- Customer success experience in SAAS and/or hospitality industry
- Proven and successful negotiation and problem-solving skills in a customer facing role, Strong “farmer” personality type
- Working knowledge of Hospitality PMS/POS solutions, Microsoft Office suite, CRM,
- 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
- Ability to travel nationally and internationally

Additional Information
- 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