Overview
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Customer Success Manager
role at
Ireckonu - Hotel Middleware & CDP+
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Your mission
At Ireckonu, the Customer Success Manager is an empowered position responsible for key elements of the client relationship.
This role focuses on building strong partnerships and ensuring customer satisfaction, driving value through project delivery, resulting in positive outcomes and a high customer retention rate.
You will also ensure that projects are delivered to scope, on-time and on-budget.
The Customer Success Manager is charged with thinking both strategically and operationally, developing a deep understanding of the customers’ use cases and future needs while balancing the delivery of sold work.
The role requires planning, overseeing, and leading projects from ideation through to completion; collaborating with internal cross-functional partners such as Project Managers, Solutions Architects and external vendors as needed.
You will leverage your knowledge of the customer to formulate a growth-focused vision for your portfolio, including strategic product adoption.
The role involves interaction with a range of internal and external stakeholders, managing several moving projects simultaneously while juggling priorities.
Responsibilities
Partner with Account Managers to understand customer contracts, scope and requirements
Become an Ireckonu product expert; identify customer use cases and guide them toward their desired outcomes
Drive product adoption by overseeing customer onboarding and request development
Work with Solutions Architects & Squad Project Managers on customer requirement prioritization, definition, testing & delivery during onboardings or new feature/integration releases
Establish ongoing cadences with customers to demonstrate value and track business outcomes (weekly touchpoints, monthly meetings, QBRs, frequent C-level meetings)
Be the first point of contact when customers have questions on product features or performance
Develop best practices for product enablement & support, with a view to internal teams & customers
Provide product feedback from customers & industry to the Product team to help influence overall roadmap
Your profile
About You
2+ years experience working in the hospitality industry in a customer success role or have worked directly with hospitality technology vendors while leading large scale transformation projects at hotels
Experience with various types of hospitality software such as PMS, CRM, POS, Revenue Management, Distribution
Knowledge & curiosity about trends in the hospitality SaaS and wider technology industries
Nice to have but not required: Familiarity with REST API’s, SOAP, XML, feature testing
Ability to navigate complex ecosystems is a strong plus
Having a startup/scaleup experience or mindset is a strong plus
Strong written & verbal communication skills
Excellent listening skills, customer-centric mentality and empathy toward customers
Proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
Great team player, open to giving and receiving feedback
Ability to adapt to a fast-paced and dynamic environment
Process-oriented mindset with ability to create structure
About Us
Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standards.
Led by our vision to accelerate digital transformation in the hospitality industry, we have continuously perfected our state-of-the-art CORE middleware solutions and wrap-around applications.
This enables us to support both large international brands and small regional chains in their digital transformation journey.
We are proud partners of some of the world’s best hospitality brands, including CitizenM, Loews, and Mandarin Oriental Hotel Group.
All of these achievements are made possible by the passion, talent, and knowledge of our team.
At Ireckonu, we take pride in our diverse range of nationalities and backgrounds, where every employee plays an important role in building an environment where hard work is recognized and rewarded.
Our Core Values Define Who We Are
Excellence
– At Ireckonu, we live excellence through our commitment to high standards, continuous improvement, and delivering outstanding products and services, driven by a culture of dedication and fueled by passion.
Partnership
– At Ireckonu, partnership fuels our core, fostering teamwork, trust, and innovation, building lasting customer & partner connections for mutual success.
Transparency
– At Ireckonu, we keep it simple – transparency means being open, honest, and sharing information to build trust and keep everyone aligned.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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