Customer Success Manager, Amsterdam
Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standard. Led by its vision to accelerate the digital transformation in hospitality industry, we have continuously perfected our state-of-the-art product and put a powerful, yet easy-to-use CORE middleware solutions with wrap-around applications. This means we can provide solutions ranging from big international brands to small regional chains so everyone can undergo true digital transformation. We are proud to have become partners with some of hospitality's best brands such as CitizenM, Loews, and Mandarin Oriental Hotel Group
All of these are achieved thanks to the passion, talent, and knowledge of our team. At IRECKONU, we pride ourselves on our diverse range of nationalities and backgrounds and every employee plays an important role in building an environment where you can reap the rewards of your hard work. We also pride ourselves on our values; such as family, partnership, universal principles, and a passion for technology which are deeply embedded in our core. If you want to contribute to a growing business, be challenged, and see the impact of your work, then you have come to the right place.
As the CSM, you will sit together with the Account Managers in all the client calls, where you will act as a first-line support for the customers. You will also be there to help customers with any queries that they may have about our product. Because this is customer facing role, you will be expected to put your customers’ needs first.
Your main responsibilities will be:
- Assisting the squad project managers with testing, delivery and configuration of new features (or new setup) and integrations in close interaction with the customer.
- Working alongside the Account managers to understand the requirements of customers and the possibilities of their partner systems.
- First-line assistance to customers who have questions about or issues with our product.
- Solving customer issues together with partners.
- Continuous improvements for your product parts and oversee interactions with other areas of the solution, based on input coming from the customers and trends in the market.
- Working together with our software partners to better understand new features of their products and how Ireckonu can benefit of them.
- Supporting our operations team with support requests and improve internal documentation.
- First filter on requests. Being able to execute them.
- Involvement in designing the overall product roadmap as well as customer specific roadmaps, in collaboration with the other Solutions Architects and the product department.
Requirements
About you:
- You have a strong background in hospitality tech customer service, involving different softwares (PMS, POS, Revenue Management, Distribution)
- You are an expert in hotel processes and the latest in hospitality trends.
- Experience from hospitality software vendor side in a customer success role or working directly with Hospitality Vendor tech/developers.
- You are familiar with a large range of hospitality softwares and are willing to work closely together with them.
- Nice to have: You are familiar with REST API’s, SOAP, XML, MS SQL.
- Strong communication skills, verbally and written. And very strong stakeholder management experience, inside the organisation as well as outside of it.
- You are well structured, like to process manage, like working with deadlines, and have a strong attention to detail.
- You feel at ease in front of customers (mostly senior management roles) coming from various cultural backgrounds and are eager to help them achieve their goals.
- You are a team player, listening to different opinions, but not shy to stand up for your own conviction.
Benefits
At Ireckonu, we believe in equal opportunities. You will be working in a forward-thinking, flat company with a family-oriented support system. Furthermore, you will be part of an international team who’s compassionate amp; love at what they do. Beyond that, these are what we can offer:
- Get your perfect tech set-up: We are flexible and cover whatever you need to do the best work of your life
- Benefit from our hybrid working policy
- We organize and participate in sports events (cycling, running and soccer/futbal) and provide a daily healthy, family style lunch in our canteen.
- 2000EUR training budget
- Prime location Our headquarters is in the historic Olympic Stadium in Amsterdam
- In-office personal training
- We will help you feel like a Dutch local In house Dutch lessons, m