.Company DescriptionShiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution, and more.Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.Job DescriptionThe Client Service Manager role is focused on identifying and coordinating new service requirements and taking ownership of any opened property issues post installations. It is a crucial role in a rapidly growing Hospitality business, with real autonomy to drive improvements in the service that clients receive. The role will maintain excellent working relationships with clients which fulfill and then exceed the operational service expectations of the client. Your clients will be widespread and varied, including but not limited to multinational chain hotels, global brand, or franchise group hotels.This are key highlights of the role:Ownership of key clients from a service level perspective.Coordinating request fulfillment (new or existing) and proactively engaging with Operations to drive service request implementation in customer site.Direct involvement and initiation of Feature and Development requests and its delivery.Responsibility for improving processes as they are delivered to clients, liaising with the appropriate internal teams to act as "the voice of the client" internally and be a true champion for customer success. Ensuring that clients receive a consistent and quality-orientated service.Identify and decrease risks prior to renewals, support Sales Team to secure successful renewals or upgrades.What you will do:Work with existing Shiji Enterprise Platform customers to achieve ongoing revenue opportunities.Be the first point of contact for customer inquiries. Effectively triage inquiries & requests and coordinate with the appropriate teams to achieve a resolution.Lead new service and feature requests agenda through regular communication with pre-sales, sales, project, regional and global product and operation management teams.Manage a diverse range of complex or bespoke client requests and daily queries.Work closely with other functions within the organization to deliver information needed to support you in driving awesome client experience (Finance, Legal, Sales, Operations, Pre-sales and Product Management Teams).Facilitate correct escalation procedures for all support and maintenance issues
