Technical Program Manager

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.We are looking for a Technical Program Manager to join our team.The Technical Program Manager role requires a deep understanding of the Guesty system to enable proficient consultations for varying customer technical use cases, as well as, enable a proactive approach to driving product adoption that fosters customer retention and growth. You will audit customer system usage/setup, track product needs across account cohorts, and provide expert guidance to ensure optimal product utilization. The Technical Program Manager team serves as the true voice of the customer to represent retained revenue feature/functionality needs to internal cross-departmental teams.Only applications and resumes submitted in English will be considered.Responsibilities:Serve as a high-level expert of the Guesty product across all domains to a shared book of business with a group of CSMsOperate both reactively and proactively to answer customer technical questions and gather impactful product feedback to drive prioritization internallyProactively drive product adoption to increase product stickiness, showcased value to the customer, and overall customer success & satisfactionAudit customer system usage/setup and make recommendations for improvementTrack product needs across account cohorts and provide expert guidance for optimal product utilizationRepresent retained revenue feature/functionality needs to internal teams as the voice of the customerMeet or exceed expectations in KPI attainmentRequirements:Minimum of 4 years of technical experience within the SaaS software industry or in a technology-driven environmentAPI literacyDemonstrated problem-solving skills and creative thinkingStrong communication and presentation skillsAbility to work independently and collaborate with cross-functional teamsKey Skills:Technical Aptitude: A solid technical background and aptitude for understanding technical use cases within a complex SaaS environment.SaaS Product Prioritization: Experience working with Product organizations that are designing, building, and growing the platform you are working with customers within, vocalizing feature requests, providing tangible feedback to technical teams, advocating for prioritizing impactful releases, etc.Proactive Approach: Initiative to drive product adoption, improve customer configuration/understanding of platform, and collect meaningful product feedbackProblem-Solving: Excellent problem-solving skills are necessary for auditing customer system usage/setup and providing optimal solutions.Communication: Strong communication and presentation skills are important for the voice of the customer to effectively convey complex technical information to clients and internal teamsTechnical Aptitude: A solid technical background and aptitude for understanding technical use cases within a complex SaaS environment.Analytical Skills: The ability to analyze data and track product needs across account cohorts(Bonus) Market Knowledge: An understanding of the short term rental market, OTA landscape, and property management software marketplace (competitors, partners, etc.)(Bonus) Accounting Knowledge: An understanding of basic trust accounting and experience working with balancing ledgers, reporting, and bank reconciliationsGuesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.