Customer Success Manager- Hospitality Technology

About Reivernet Group of Companies

The Reivernet Group of Companies is made up of seven entities: RN Projects, Reivernet, IT Triage, Site Compass, Stella (Bright Star), RN Gateway and RGC Management. We design, build, configure, support and document complex data networks for business, with a focus on hotel networks.

Headquartered in Australia we have employees on every continent. We encourage a collaborative and transparent work ethic where everyone can be heard and enjoy the support of likeminded professionals.

We have over 20 years’ experience focusing in managing complex networks and currently support over 900 hotels across 35 countries. Reivernet is proud to be endorsed by the five major global hotel brands including Marriott, Hilton and Accor.

Our customer base reflects our focus to truly align to the brands, not the supply chains or ownership clusters. We are subject matter experts in being able to articulate the value of brand standard benefits to owners, operators, IT clusters, guests and our competitors.

About the role

Customer Success Managers (CSM) are critical in protecting daily and monthly service fees levels and growing revenue for existing customer relationships with individual properties. CSMs achieve this by maintaining strong customer relationships, driving customer loyalty through onboarding, regular reviews and effective escalation management. Through their relationships at each property, they also identify opportunities to grow revenue from those properties. This role covers the MEA region and can be viewed as a remote position, however we do hold ad-hoc meetings in our Dubai based office in Internet City and you will be connecting with local and EU based colleagues. There are no reports into this position.

What you'll do

• Develop and implement a relationship development and retention plan for a portfolio of customers with a Reivernet managed services contract
• Onboard new customers once a network install or upgrade has been delivered ensuring a smooth transition to Reivernet management of the customers' network
• Execute the renewals process for existing managed services contracts driving retention
• Monitor managed services support performance and proactively manage any issues and escalations

• Use your Commercial acumen to protect revenue and margin while balancing Capex and Opex to meet customer requirements
• This is a Renewals and Account Management focused role, although harvesting for new opportunities within existing accounts will be rewarded.

Qualifications

CSMs are critical in ensuring that customers derive maximum value for Reivernet's services which leads to higher customer satisfaction, retention and growth. You will offer proven sales ability including strong negotiation skills, persuasive ability, relationship management and strong English communication skills. CSMs are advocates for the customer by being resourceful internally to resolve customer issues and ensure smooth transition to Reivernet or successful day 1 of an upgrade. CSMs appreciate the importance of retaining the Hotel brand coupled with the ability to balance the needs of Reivernet and the customers' site.

You should possess a solid understanding of ISP and Network Services and strong escalation management.

Aside from the above, the following skills will be highly regarded:

• Hospitality technology experience
• Knowledge of the Hotel sector in MEA including Marriott, Hilton and Accor.
• Partner Management
• Spoken Arabic

Salary

AED 16000 to 22000 /month base salary dependent on experience. Plus up to DHM3000 per month incentive once established.

Should your application progress to our shortlist we will arrange an initial Teams call with our Recruitment team.

We understand that not everyone may meet every aspect listed in our job postings. If you are passionate about this role and believe you have the skills and drive to succeed, we encourage you to apply. We value diverse experiences and perspectives, and we are committed to building an inclusive and supportive workplace. Your unique background and talents could be just what we need to grow and innovate together.

You must be based in UAE to be considered for this position.

The pay range for this role is:
16,000 - 22,000 AED per month(UAE)