What are the responsibilities and job description for the Customer Solution Specialist position at M3?
M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.
Description Summary:
The Customer Solution Specialist partners with customers to maximize the value of the platform by optimizing workflows, improving adoption, and addressing complex operational challenges. By developing a strong understanding of each customer’s business needs, this role provides guidance aligned with best practices and product capabilities.
This position combines technical expertise with strong communication skills to support customers in navigating new features and evolving requirements, while maintaining awareness of product issues and enhancement requests. It works closely with Product and Support teams to ensure feedback is clearly documented, prioritized, and addressed.
The role remains closely aligned with ongoing platform updates, ensuring that relevant changes are effectively communicated to both customers and internal teams to support consistent adoption and long-term success.
Essential Duties:
The following responsibilities represent the core functions of this role and may evolve based on business needs.
Customer Advisory & Enablement
Description Summary:
The Customer Solution Specialist partners with customers to maximize the value of the platform by optimizing workflows, improving adoption, and addressing complex operational challenges. By developing a strong understanding of each customer’s business needs, this role provides guidance aligned with best practices and product capabilities.
This position combines technical expertise with strong communication skills to support customers in navigating new features and evolving requirements, while maintaining awareness of product issues and enhancement requests. It works closely with Product and Support teams to ensure feedback is clearly documented, prioritized, and addressed.
The role remains closely aligned with ongoing platform updates, ensuring that relevant changes are effectively communicated to both customers and internal teams to support consistent adoption and long-term success.
Essential Duties:
The following responsibilities represent the core functions of this role and may evolve based on business needs.
Customer Advisory & Enablement
- Guide customers in optimizing workflows, improving product adoption, and applying best practices
- Analyze customer processes, goals, and technical requirements to recommend effective, scalable solutions
- Drive adoption of new features and ensure customers understand the impact of platform updates, particularly for high-value accounts
- Develop and maintain clear, practical documentation and best practice resources
- Resolve complex or non-standard customer issues in partnership with Support and Product teams
- Provide guidance on product usage and workflow optimization to improve overall customer effectiveness
- Partner with Sales, Customer Success, Product, and Engineering to deliver a consistent and high-quality customer experience
- Translate customer feedback into actionable insights for Product teams, including gaps and enhancement opportunities
- Strengthen alignment across teams to improve customer handoffs and ongoing engagement
- Lead customers through product transitions or offboarding, ensuring clarity around processes, data access, and next steps
- Improve and standardize internal processes for customer transitions to ensure consistency and efficiency
- 5 years of experience in a directly related position.
- Bachelor’s degree in Accounting, Business, Computer Science or Project Management highly preferred, or an equivalent combination of education and experience in software support for accounting software and/or the hospitality industry.
- Must have strong written and verbal skills in English.
- Demonstrate superior customer service skills for both internal and external customers.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, Excel, PowerPoint).
- Specific certifications and training adding to the global experience of this profession may be required.
- Must be able to build and maintain positive business relationships with co-workers and other business contacts.