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HOTELKEY INDIA PRIVATE LIMITED

Accounts Experience Specialist

nagpur, India

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hirly's read of this role

Seniority
Mid level
Country
IN
Work mode
On-site / unstated
First seen by hirly
23 Oct 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

Job Description: Accounts Experience Specialist IHG (Technical & PMS Support)

Location: [Remote]

Department: Customer Success / Accounts Management

About the Role

We 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.

Qualifications & Requirements

  • 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.
Original posting on HOTELKEY INDIA PRIVATE LIMITED's site ↗

Listed on hirly, a job board. hirly is not the employer: HOTELKEY INDIA PRIVATE LIMITED is hiring for this role.

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