Job Description: Accounts Experience Specialist (Technical & PMS Support)
Location: [Remote]
Department: Customer Success / Accounts Management
About the Role
We are seeking a customer-centric Accounts Experience Specialist with a strong technical background and Property Management System (PMS) knowledge. You will guide new accounts through their critical first 30 days post-cutover, providing hands-on onboarding, technical troubleshooting, and proactive support to drive product adoption.
Key Responsibilities
- Post-Cutover & Onboarding: Manage a designated portfolio of accounts for 30 days post-cutover, leading product setup, refreshers, and training to ensure success.
- Technical Troubleshooting: Leverage PMS knowledge to debug workflow/configuration issues, isolate technical bottlenecks, and escalate complex bugs with clear details.
- Proactive Engagement: Connect with clients across multiple touchpoints per SOP, addressing challenges and aligning solutions with their operational goals.
- Tracking & Documentation: Log all interactions, technical issues, and updates in real-time on JIRA and team trackers.
- Growth & Compliance: Identify upselling/cross-selling opportunities, adhere to team SOPs and performance targets, and escalate critical concerns to management.
Qualifications & Requirements
- 4–6 years of experience in Customer Success, Account Management, or Technical Support (SaaS or Hospitality Tech preferred).
- Hands-on experience with Property Management Systems (PMS) or hospitality software.
- Strong troubleshooting and basic debugging skills to analyze workflows and resolve issues.
- Exceptional communication skills with the ability to explain technical concepts to hotel staff.
- Proficiency with JIRA, Salesforce, CRMs, and ticketing platforms.
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