Customer Success Manager

Your missionAt Ireckonu, the Customer Success Manager is an empowered position responsible for key elements of the client relationship. This role focuses on building strong partnerships and ensuring customer satisfaction, driving value through project delivery, resulting in positive outcomes and a high customer retention rate. You will also ensure that projects are delivered to scope, on-time and on-budget.Customer Success Managers must think both strategically and operationally, working to develop a deep understanding of the customers’ use cases and their future needs while balancing the delivery of sold work.The Customer Success Manager is responsible for planning, overseeing, and leading projects from ideation through to completion; in conjunction with internal cross-functional partners such as Project Managers, Solutions Architects and also external vendors as needed. You will leverage your in-depth knowledge of the customer to (jointly) formulate a growth-focused vision for your portfolio, including a vision for strategic product adoption.The Customer Success Manager role is key at Ireckonu and requires interaction with a range of internal and external stakeholders, including overseeing several moving projects simultaneously while juggling different priorities.You WillPartner with Account Managers to understand customer contracts, scope and requirementsBecome an Ireckonu product expert; being able to identify customer use cases and guide them towards their desired outcomesDrive product adoption by overseeing customer onboarding & request developmentWorking with the Solutions Architects & Squad Project Managers on customer requirement prioritization, definition, testing & delivery during onboardings or new feature/integration releasesEstablish ongoing cadences with customers to demonstrate value and track business outcomes (weekly touchpoints, monthly meetings, QBRs, frequent C-level meetings)Be the first point of contact when customers have questions on product features or performanceDevelop best practices for product enablement & support, with a view to internal teams & customersProvide product feedback from customers & industry to the Product team to help influence overall roadmapYour profileAbout You2+ years experience working in the hospitality industry in a customer success role or have worked directly with hospitality technology vendors while leading large scale transformation projects at hotelsExperience with various types of hospitality software such as PMS, CRM, POS, Revenue Management, DistributionKnowledge & curiosity about trends in the hospitality SaaS and wider technology industriesNice to have but not required: Familiarity with REST API’s, SOAP, XML, feature testingAbility to navigate complex ecosystems is a strong plusHaving a startup/scaleup experience or mindset is a strong plusStrong written & verbal communication skillsExcellent listening skills, customer-centric mentality and empathy toward customersProactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneouslyGreat team player, open to giving and receiving feedbackAbility to adapt to a fast-paced and dynamic environmentProcess-oriented mindset with ability to create structureAbout UsSince 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standards. Led by our vision to accelerate digital transformation in the hospitality industry, we have continuously perfected our state-of-the-art CORE middleware solutions and wrap-around applications. This enables us to support both large international brands and small regional chains in their digital transformation journey. We are proud partners of some of the world’s best hospitality brands, including CitizenM, Loews, and Mandarin Oriental Hotel Group.All of these achievements are made possible by the passion, talent, and knowledge of our team. At Ireckonu, we take pride in our diverse range of nationalities and backgrounds, where every employee plays an important role in building an environment where hard work is recognized and rewarded.Our Core Values Define Who We AreExcellence – At Ireckonu, we live excellence through our commitment to high standards, continuous improvement, and delivering outstanding products and services, driven by a culture of dedication and fueled by passion.Partnership – At Ireckonu, partnership fuels our core, fostering teamwork, trust, and innovation, building lasting customer & partner connections for mutual success.Transparency – At Ireckonu, we keep it simple – transparency means being open, honest, and sharing information to build trust and keep everyone aligned.