Technical Account Manager (Hotel Software)

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.

• 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.

• 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.

• Fluency in English is mandatory; Cantonese and/ or Mandarin Chinese is a plus point.

• 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.