The Role
Manage hotel technology accounts during their first 30 days after cutover. Lead onboarding, product setup, refresher training, and proactive client engagement. Troubleshoot PMS workflows and configuration issues, document interactions and technical problems in JIRA and team trackers, escalate complex bugs, and identify upselling opportunities while meeting SOPs and performance targets.
Summary Generated by Built In
Job Description: Accounts Experience Specialist (Technical & PMS Support)
Location: [Remote]
Department: Customer Success / Accounts Management
About the RoleWe are seeking a customer-centric Accounts Experience Specialist with a strong technical background and Property Management System (PMS) knowledge. You will guide new accounts through their critical first 30 days post-cutover, providing hands-on onboarding, technical troubleshooting, and proactive support to drive product adoption.
Key Responsibilities- Post-Cutover & Onboarding: Manage a designated portfolio of accounts for 30 days post-cutover, leading product setup, refreshers, and training to ensure success.
- Technical Troubleshooting: Leverage PMS knowledge to debug workflow/configuration issues, isolate technical bottlenecks, and escalate complex bugs with clear details.
- Proactive Engagement: Connect with clients across multiple touchpoints per SOP, addressing challenges and aligning solutions with their operational goals.
- Tracking & Documentation: Log all interactions, technical issues, and updates in real-time on JIRA and team trackers.
- Growth & Compliance: Identify upselling/cross-selling opportunities, adhere to team SOPs and performance targets, and escalate critical concerns to management.
- 4–6 years of experience in Customer Success, Account Management, or Technical Support (SaaS or Hospitality Tech preferred).
- Hands-on experience with Property Management Systems (PMS) or hospitality software.
- Strong troubleshooting and basic debugging skills to analyze workflows and resolve issues.
- Exceptional communication skills with the ability to explain technical concepts to hotel staff.
- Proficiency with JIRA, Salesforce, CRMs, and ticketing platforms.
Skills Required
- 4-6 years of experience in Customer Success, Account Management, or Technical Support
- Experience in SaaS or hospitality technology
- Hands-on experience with Property Management Systems or hospitality software
- Strong troubleshooting and basic debugging skills
- Exceptional communication skills, including explaining technical concepts to hotel staff
- Proficiency with JIRA, Salesforce, CRMs, and ticketing platforms
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The Company
What We Do
HotelKey was founded in 2015 and today counts seven large enterprise chains among its clients. HotelKey’s client portfolio includes roughly 1.25 million rooms live and over 18,000 hotels under contract, including more than 800 independent hotels, mainly in the U.S. In addition to its industry-leading PMS solution, HotelKey also offers an enterprise-grade central reservations system and point-of-sale system, along with a host of other products and services specifically designed for the hospitality industry
