Client Success Advocate (Located in Hawaii)

RealTime Reservation LLC

Remote (Must be physically located anywhere in Hawaii, not just Honolulu)

About RealTime Reservation

RealTime Reservation (RTR) is a leading hospitality software company providing innovative reservation and guest experience solutions to hotels and resorts. We partner closely with our clients to help them maximize revenue, streamline operations, and deliver exceptional guest experiences.

Position Overview

We are seeking a Client Success Advocate to join our growing team. This role is primarily focused on client retention and long-term success by building strong relationships, proactively monitoring performance, and helping clients optimize their use of RTR products.

As a Client Success Advocate, you will serve as a trusted advisor to hotel management and key decision-makers, providing guidance on best practices, website design, product configuration, and marketing strategies to ensure continued client satisfaction and success.

This position is remote but requires the candidate to be physically located in Hawaii, with occasional travel to hotel properties within Hawaii and limited travel to other locations as needed.

Key Responsibilities

Client Retention & Relationship Management

• Own and manage a portfolio of hotel clients with a primary focus on retention and long-term success.
• Build strong relationships with hotel management and decision-makers, positioning yourself as a trusted advisor.
• Proactively monitor client health, engagement, and satisfaction to identify risks and opportunities.

Client Performance & Optimization

• Monitor and analyze client financial and performance metrics to ensure continued success across assigned accounts.
• Review and oversee the status, configuration, and design of client RTR websites.
• Provide strategic recommendations to improve website performance, usability, and conversion.
• Advise hotel clients on best practices for marketing and merchandising their RTR products.

Training, Demos & Enablement

• Conduct product demos, onboarding sessions, and ongoing training for clients.
• Ensure clients are confident, informed, and maximizing the value of RTR solutions.
• Act as a point of escalation for client questions and coordinate solutions internally.

Teamwork & Collaboration

• Communicate effectively with technical, product, and business teams across RealTime Reservation.
• Collaborate internally to advocate for client needs and ensure timely issue resolution.
• Utilize tools such as Salesforce and Monday.com to track tasks, manage client information, and maintain accurate documentation.
• Participate in team projects and initiatives as assigned by management.

Travel

• Occasional travel to Hawaii-based hotel properties.
• Limited travel to other locations as business needs arise.

Qualifications

• 1 years of experience in Client Success, Account Management, or a related customer-facing role.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Exceptional attention to detail with the ability to manage multiple priorities effectively.
• Passion for learning new technologies and adapting in a fast-paced, evolving environment.
• Bachelor’s degree or higher required.
• Experience in hospitality, SaaS, or hotel technology is a strong plus.

Benefits

• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career advancement.
• Collaborative, supportive team environment.
• Opportunity to work closely with leading hospitality brands in Hawaii and beyond.