Customer Success Manager - ReviewPro Reputation

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Company DescriptionShiji 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 and solutions for over 91,000 hotels worldwide, including the largest chains.The best hotels run on Shiji - day and night.Job DescriptionThe Customer Success Manager (CSM) is responsible for ensuring the operational and service success of our key accounts across the Asia Pacific and the Middle East region. Acting as the main operational liaison for hotel groups, this role supports customers with day-to-day platform usage, issue resolution, and ongoing optimization of Reviewpro Reputation tools.The position ensures a high standard of service delivery, drives product adoption, and strengthens long-term client retention through proactive engagement and collaboration with internal teams such as Sales, Key Account Management, Product, Technical Support, Finance, and Sales Operations.What You Will Do

Serve as the main operational contact for assigned hotel groups and key accounts across APAC and/ or ME.
Manage day-to-day customer inquiries, troubleshoot issues, and coordinate resolutions with internal support teams.
Deliver product training sessions and guide clients on best practices to optimize usage of Reviewpro Reputation features.
Monitor client engagement and product usage to identify opportunities for improved adoption and satisfaction.
Conduct regular check-ins and business reviews to assess account health and ensure clients achieve their goals.
Collaborate cross-functionally with Sales, Key Account Management, Technical Support, Finance, and Sales Operations to maintain service excellence.
Identify and communicate potential upsell opportunities in collaboration with Account Managers.
Gather and document success stories, testimonials, and measurable outcomes from clients to showcase platform impact.
Contribute to process improvement initiatives that enhance customer experience and operational efficiency.

Qualifications

Diploma or Bachelor's degree in Business, Hospitality Management, or related field.
2 to 4 years of experience in Customer Success, Account Management, or client-facing roles within SaaS or hospitality technology.
Strong communication skills (written and verbal) in English; additional Asian languages are a plus.
Strong problem-solving ability and customer-centric mindset.
Proficiency in CRM systems and Microsoft Office tools.
Detail-oriented, organized, and able to manage multiple priorities effectively.

Key Attributes

Detail-oriented and highly organized.
Empathetic and proactive approach to client relationships.
Excellent coordination and collaboration skills across regional teams.
Hands-on attitude with a strong sense of accountability.
Ability to thrive in a fast-paced, multicultural environment.

Additional InformationInterested?If you are passionate about helping hotels achieve operational excellence and guest satisfaction through technology, we invite you to join us.We look forward to your application, including your possible starting date and salary expectations.We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

Shiji Group

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