Customer Success Senior Manager

Senior Customer Success Manager

Location: Shanghai, China

Job Summary

The Senior Customer Success Manager is responsible for project implementation and client management for our hospitality clients. The implementation duties for this position include connection setup, testing, data gathering, debugging, issue research, resolution, escalation, piloting and documentation of test cases, issues, and solutions. This role includes customer certifications, development support and ownership of assigned accounts.

What will you do?

• Serve as the primary contact for the successful onboarding of PMS customers as well as post-sales support.

• Set up new connections in the test and production environment. Develop test scenarios, perform testing, data gathering, debugging, issue research, resolution, or escalation.

• Provide exceptional support and consultation to customers to build and maintain strong customer relationships and customer satisfaction.

• Proactively address and resolve issues that arise through monitoring and analysis on systems day-to-day performance metrics.

• Serve as liaison between DerbySoft technical team and clients

• Develop and manage the operational process to build effective and efficient service delivery.

What do we need?

• Bachelor’s degree in business or IT field required or equivalent work experience

• 5 years CRS/PMS and distribution technology project and implementation positions

• Good knowledge and familiar with API and data structures like XML/JSON

• Prior experience managing and optimizing a portfolio of B2B customers

• Demonstrated experience of operational efficiency driven position

• Experience in project management, stakeholder and partner management

• Analytical and strategic thinker with strong problem-solving skills set

• Strong collaborative work style and background with the ability to lead and drive business outcomes

• Excellent verbal and written communication skills

• Proficiency with MS Project, PowerPoint, Word, Excel, and Gmail is required.

• Languages: Proficient in English, oral and written  

• Preferred: hospitality technology industry  

Who is DerbySoft?

Connecting different businesses together is what DerbySoft’s all about. We make the travel business easier by developing intelligent technology services delivering superior performance for our customers around the globe. We’re passionate about empowering companies to achieve their goals and transforming how companies interact with their customers. 

Our sophisticated connections between business partners provide highly efficient connections that minimize and evaluate transaction volume, improve functionality and provide secure and reliable environments. Our digital marketing capabilities provide Artificial Intelligence powered algorithms to help hotels manage rates, bidding and advertising and maximize their return on advertising spend. 

DerbySoft has been recognized as a distinguished partner to the industry since 2002 offering strengths through exceptional technology and customer service with local operations globally.

Why work with DerbySoft?

• We offer competitive salary based on experience

• Peer recognition programs

• Work with passionate experts who will share their knowledge and help you develop and grow!

• Annual and performance bonus