Technical Client Success Manager - Hospitality

Key Responsibilities

• Serve as the main liaison between clients and internal technical teams.
• Drive client satisfaction, retention, and growth by delivering proactive account management and support.
• Understand clients' business objectives and align IT solutions accordingly.
• Cook up service delivery, onboarding, and ongoing support with internal engineers and project teams.
• Monitor client environments and usage trends to recommend improvements or upgrades.
• Identify risks to client success and develop mitigation strategies.
• Manage regular business reviews and provide performance reporting (SLAs, KPIs, etc.).
• Collaborate with Sales and Technical teams to identify upsell/cross-sell opportunities.
• Advocate for the client internally while balancing business priorities.

Qualifications

• 6-10 years of experience in a client success, technical account management, or IT service delivery role.
• Strong understanding of Managed Services offerings (e.g., infrastructure support, cloud services, cybersecurity, networking).
• Familiarity with ITIL framework and service management tools (e.g., Zendesk, NinjaOne, etc.).
• Excellent communication, interpersonal, and problem-solving skills.
• Able to manage multiple accounts and priorities effectively.
• Experience working with cross-functional teams (sales, engineering, support).
• Technical acumen and the ability to translate complex IT concepts into business value.