Full-Time Client Service Manager - Hospitality

Client Service Manager role focused on identifying and coordinating new service requirements and handling property issues post-installations.

Crucial role in a growing hospitality business, with autonomy to improve client service.

Maintain excellent client relationships exceeding operational expectations.

Clients include multinational chain hotels, global brands, or franchise groups.

• Ownership of key clients for service levels.
• Coordinate request fulfillment, proactive engagement with Operations for implementation.
• Initiate and drive Feature and Development requests and their delivery.
• Improve processes, acting as "the voice of the client" internally, championing customer success.
• Ensure consistent and quality-oriented service to clients.
• Identify and mitigate risks before renewals, support Sales in securing renewals/upgrades.

Responsibilities:

• Work with existing Shiji Enterprise Platform customers for revenue opportunities.
• Be the first point of contact for customer inquiries.
• Effectively triage inquiries & requests, coordinate with teams for resolution.
• Lead new service/feature requests via communication with pre-sales, sales, project, regional, and global product/operations.
• Manage diverse client requests and daily queries.
• Collaborate with various functions (Finance, Legal, Sales, Operations, Pre-sales, Product Management) for client support.
• Facilitate escalation procedures for support and maintenance issues.
• Perform other ad-hoc duties and travel as required.

Requirements:

• Native German and fluent English.
• Customer success or PMS Implementation Specialist background.
• Proven problem-solving skills in a customer-facing role.
• Strong "farmer" personality.
• Working knowledge of Hospitality PMS/POS, Microsoft Office, and CRM tools.
• Experience managing stakeholders and customers.
• High accuracy and attention to detail.
• Excellent communication and interpersonal skills.
• Flexibility and adaptability in a fast-paced environment.
• Driven, self-motivated, enthusiastic, and "can-do" attitude.
• Bachelor's degree preferred (not essential).

Company Benefits:

• Challenging, creative technology environment with freedom and responsibility.
• Feedback and initiatives welcome, full ownership to shape the company's future.
• Opportunity to grow globally, professionally, and personally.
• Flexible working hours and modern workplace.
• Regular company events and entertainment, location-based benefits, Employee Assistance Programs.

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