Technical Account Manager
Shiji GroupCompany Description
Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.
Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.
The best hotels run on Shiji—day and night.
Job Description
To be the first point of contact of customer inquiries. To effectively triage inquiries & requests and coordinate with the appropriate teams to achieve a resolution.
To develop a deep understanding of the customer’s technical and business challenges, and provide technical consulting to identify suitable solutions to address their business need.
To lead requirement and other discussions with the customer and offer high quality, high value solution consultancy.
To serve as a knowledge hub for internal product management and technical teams to better understand the customer operations and business needs.
To ensure customer technical, product and business requirements are qualified, scoped and documented for the Shiji Platform teams, and for 3rd party integrations projects when necessary.
To represent qualified customer business plans to the Shiji Platform management for inclusion in development plans and strategic alignment.
To lead & coordinate product update and marketing efforts via meetings, presentations and workshops.
To provide regular update to internal and customer senior management.
To work closely with Shiji programme and project managers to develop project plans with customers and effectively communicate around these plans the progress of development, delivery and implementation.
Provide transparent reporting of project status at any time.
To work with Shiji international offices and the customer to ensure alignment and consistency of delivery plans for project implementation, education, standardisation and quality control with seamless transition to support.
Qualifications
7 plus years’ experience in the hospitality technology industry, with experience engaging with the executive level.
Bachelor’s degree in a related field or a master’s degree in hospitality management a plus.
Swift learner. Ability to quickly pick up product & technical knowledge and effectively explain to business users is essential.
Ability to thrive under pressure is essential.
Flexibility and adaptability in a fast-changing environment.
Possess strong prioritisation skills to effectively manage multiple tasks and deadlines, ensuring that high-value initiatives are delivered on time and with excellence.
Expertise in hospitality management systems products, technology and industry trends.
Experience in working with software development / product management teams is highly desirable.
Networking skills, with the ability to build a trusted partnership and manage stakeholders with different goals.
Exposure to a customer-focused, high-end services business model.
Ability to work independently with little direct supervision.
Be tech-savvy, with the ability to positively influence users to adopt new solutions and technology.
High energy with proven ability to lead and operate in a global marketplace.
Ability to work with geographically distributed systems and culturally diverse work-groups and teams.
Ability to travel internationally as needed.
Fluent in English is mandatory, Cantonese and Mandarin Chinese is a plus.
Additional Information
- Exciting job within a creative environment and the opportunity to make a real impact on the business.
- Grow your experience with web and cloud technologies in a very innovative technology environment.
- Friendly, motivated and talented multicultural team.
- Opportunities to grow and develop with Shiji.
- Training to meet role requirements.