Customer Success Manager

Permanent employee, Full-time · Amsterdam

Your mission

At Ireckonu, the Customer Success Manager is an empowered position responsible for key elements of the client relationship. This role focuses on building strong partnerships, driving value through project delivery, resulting in positive outcomes and a high customer retention rate. You will also ensure that projects are delivered to scope, on-time and on-budget.
Customer Success Managers must think both strategically and operationally, working to develop a deep understanding of the customers’ use cases and their future needs while balancing the delivery of sold work.

The Customer Success Manager is responsible for planning, overseeing, and leading projects from ideation through to completion; in conjunction with internal cross-functional partners such as Project Managers, Solutions Architects and also external vendors as needed. You will leverage your in-depth knowledge of the customer to (jointly) formulate a growth-focused vision for your portfolio, including a vision for strategic product adoption.

The Customer Success Manager role is key at Ireckonu and requires interaction with a range of internal and external stakeholders, including overseeing several moving projects simultaneously.

You will:

Partner with Account Managers to understand customer contracts, scope and requirements
Become an Ireckonu product expert; being able to identify customer use cases and guide them towards their desired outcomes
Drive product adoption by overseeing customer onboarding & request development
Working with the Solutions Architects & Squad Project Managers on customer requirement prioritization, definition, testing & delivery during onboardings or new feature/integration releases
Establish ongoing cadences with customers to demonstrate value and track business outcomes (weekly touchpoints, monthly meetings, QBRs, frequent C-level meetings)
Be the first point of contact when customers have questions on product features or performance
Develop best practices for product enablement & support, with a view to internal teams & customers
Provide product feedback from customers & industry to the Product team to help influence overall roadmap

Your profile

About you:

2+ years experience working in a hospitality SaaS organization in a customer success role or have worked directly with hospitality technology vendors while leading large scale transformation projects at hotels
Experience with various types of hospitality software such as PMS, CRM, POS, Revenue Management, Distribution
Expertise in hotel processes & technologies across various departments
Knowledge & curiosity about trends in the hospitality SaaS and wider technology industries
Nice to have but not required: Familiarity with REST API’s, SOAP, XML
Strong written & verbal communication skills
Excellent listening skills, customer-centric mentality and empathy toward customers
Proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
Process-oriented mindset with ability to create structure

Why us?

Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standard. Led by its vision to accelerate the digital transformation in hospitality industry, we have continuously perfected our state-of-the-art product and put a powerful, yet easy-to-use CORE middleware solutions with wrap-around applications. This means we can provide solutions ranging from big international brands to small regional chains so everyone can undergo true digital transformation. We are proud to have become partners with some of hospitality's best brands such as CitizenM, Loews, and Mandarin Oriental Hotel Group

All of these are achieved thanks to the passion, talent, and knowledge of our team. At Ireckonu, we pride ourselves on our diverse range of nationalities and backgrounds and every employee plays an important role in building an environment where you can reap the rewards of your hard work. We also pride ourselves on our values; such as family, partnership, universal principles, and a passion for technology which are deeply embedded in our core. If you want to contribute to a growing business, be challenged, and see the impact of your work, then you have come to the right place.

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About us

Founded in 2014, Ireckonu is a leading Dutch company revolutionizing the hospitality industry through innovative digital solutions. With a global team of over 60 professionals, Ireckonu specializes in cutting-edge Software as a Service (SaaS) products and services. Seamlessly integrating Middleware expertise with a state-of-the-art Customer Data Platform, Ireckonu empowers hotels with a unified, data-driven approach, trusted by renowned brands such as Okura, CitizenM, Hard Rock Hotels, and more. Ireckonu stands at the forefront of shaping the future of hospitality.

Ireckonu stands at the forefront of shaping the future of hospitality.

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We are looking forward to hearing from you!

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