What are the responsibilities and job description for the Senior Customer Success Manager position at DerbySoft?
What is DerbySoft?
Founded in 2002, DerbySoft is a technology company whose mission is to make the travel business easier through industry leading technology that empowers travel industry services. As a Senior Customer Success Manager specializing in Channel Onboarding and Property Management System (PMS) Integration, you will be instrumental in ensuring our hotel partners successfully transition and maximize the use of our channel management technologies-Property Connector. This role is for tech-savvy person with a deep understanding of hospitality technology, particularlyin channel management and PMS functionalities. You will guide new and existing clients through the integration process, ensuring a seamless connection between their operational and our channel management solution – Property Connector.
What will you do?
Client & Channel Onboarding and Integration: Lead the onboarding process for hotels/hotel groups, from initial engagement through to full integration. Focusing on the channel management solution with various distributors and Property Management Systems (PMS) integration. Ensure that all systems are aligned and optimally configured to meet the hotel client’s needs, ensure a smooth and efficient setup process.
Customer Training and Support: Provide comprehensive training sessions and continuous support to clients on utilizing our platform optimally with their PMS. Address any technical questions and ensure clients are fully equipped to use the system.
Issue Resolution: Quickly identify and resolve issues related to channel and PMS integrations. Escalate complex problems to the appropriate internal teams and follow through on resolutions to ensure client satisfaction.
Client Retention and Growth: Serve as the primary point of contact for hotel partners, maintaining strong relationships and ensuring continuous satisfaction with our solutions. Work closely with the business development team to do pre- sales demo and identify opportunities for upselling within the client base.
Customer Feedback Loop: Actively seek and compile feedback from clients regarding the integration process and system usability. Work closely with internal teams (business development, product marketing, product development) to enhance the product based on client needs and user’s experiences.
What do we need?
● Bachelor’s degree in Hospitality Management, Information Technology, Business Administration, or a related field.
● Minimum of 5 years of experience in customer success, customer support, or a similar role within the technology or hospitality sectors.
● Strong technical acumen with a solid understanding of Property Management Systems, channel managers, distributors and hospitality revenue/reservations operational flows.
● Excellent problem-solving skills and the ability to manage complex client situations.
● Proven ability to manage multiple projects simultaneously while maintaining sharp attention to detail.
● Exceptional communication and interpersonal skills, capable of establishing trust and strong relationships with diverse stakeholders.
● Fluent in English with excellent verbal and written communication skills. Additional languages are a plus.
Why work with Derbysoft?
● We offer competitive salary based on experience
● Peer recognition programs
● Free coffee! (To recharge your batteries)
● Working from home
● Casual work environment where teamwork is key
● Nice and comfy office at the city center (Diagonal)!
● A dynamic and supportive work environment in a rapidly growing company.
● Opportunities for professional growth and advancement.
● Exposure to cutting-edge technologies in the hospitality industry.
Please send CV’s in ENGLISH!
Please Note:
*No agency or contractor resumes accepted
*No Visa Sponsorships for this position
*No relocation assistance
