Customer Success Manager (DACH)

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

The best hotels run on Shiji—day and night.

Job Description

To support our Customer Success team, we are looking for a young-minded, vibrant, high-energy, proactive and detail-oriented Customer Success Manager, with experience in Customer Support and the ability to analyze customer behavior metrics to recommend key actions within their organization to increase the adoption of Reviewpro Reputation features in the DACH Market.

What you’ll do

• Primary point of contact for our accounts.
• Establish a trusted advisor relationship with each of your assigned accounts.
• Monitor the status of onboarding of a client and help them finalize any outstanding items.
• Provide training to our clients on the Reviewpro Reputation tool and key hospitality best practices.
• Increase the adoption and engagement of features and functionality of our tool.
• Constant proactive monitoring of client engagement and health/happiness levels and regular interactions with clients (phone, email, etc).
• Regular communication to clients on new features.
• Work closely with the Customer Success Team to follow up on bugs and issues.
• Support the renewal process in collaboration with the Customer Success and Sales Teams.
• Identify upsell and cross-sell opportunities.

Qualifications

• Native/Professional level of German and English. Other languages are a plus.
• Preferably, you have experience in Customer Success roles/Hospitality industry.
• Results-driven and self-starter with a positive and hands-on attitude.
• Empathetic, people oriented, great relationship-builder.
• Strong aptitude for technology.

Additional Information

• Challenging and creative technology environment.
• Feedback and initiative are always welcomed.
• Hybrid model of work, opportunity to work (partially) remotely.
• A modern workplace in one of our multinational offices, with coffee, tea and fruit as you need to get into the flow.
• Access to various location-based benefits.

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