Job Description

Job Summary:

The Collections Specialist will play a key role in maintaining healthy cash flow by managing outstanding customer accounts and ensuring timely payment collection. In this position, the Collections Specialist will be responsible for following up on overdue accounts, resolving billing issues, and collaborating with internal teams and customers to achieve payment resolutions. The Collections Specialist will also provide strategic insights through regular reporting and process improvements to enhance collections efficiency.

What You’ll Do:

• Manage and monitor accounts with overdue payments, ensuring all balances are up-to-date and accurate.
• Maintain detailed and accurate records of collections activities, including communications, payment arrangements, and updates to accounts.
• Reach out to clients via phone calls, emails, and written correspondence to follow up on overdue accounts and negotiate payment plans or settlements.
• Investigate and resolve billing discrepancies by collaborating with customers and internal teams.
• Develop and negotiate payment plans or settlements, ensuring that payment terms are clear and adhered to by all parties.
• Generate and provide regular reports on the status of outstanding accounts, including aging reports and collection progress.
• Partner with sales, customer service, and finance teams to address billing issues and ensure accurate invoicing.
• Work with the legal team to initiate collections actions for unpaid or unresponsive accounts in accordance with applicable regulations.

Qualifications

Minimum Qualifications (knowledge, skills, and abilities):

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages
• Minimum two (2) years’ experience in collections, accounts receivable, or a related field
• Excellent communication skills, both written and verbal, with strong negotiation skills and customer – focused approach.  
• Proficient in accounting software and Microsoft Excel, with working knowledge of basic functions and the ability to quickly adapt to new systems.
• Demonstrate the ability to identify and resolve issues efficiently and effectively, ensuring customer satisfaction and timely payment.
• Strong organizational skills with the ability to effectively manage a high volume of accounts.

Preferred Qualifications/Nice to Have:

• Proficient in Navision accounting system.

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Job Description

Business understanding and solutioning 

• Understand the business perspective and be able to represent the goal for the development team.
• Analytical and creative thinking to assist Product Owner or Senior Product Owner in assessing alternate paths and to suggest alternate paths/solutions to reach the business goals.
• Participation in advancement of entire product department by voicing opinion, suggestions or reactions to processes, ideas, or functionality.
• Occasional participation customer meetings, to represent the Shiji product team and gain understanding of customer concerns and goals.
• Work effectively with business analyst to represent logic and functionality of the application
• Contribute to team by voicing opinion, suggestions or reactions to processes, ideas, or functionality.

Technical and Development management 

• Translate business requirements into technical stories for development execution
• Ownership of feature for delivery in its entirety
• Complete release notes for all stories where consumers need to be advised of function description.
• Maintain and plan backlog of stories for future sprint planning to ensure appropriate workload for development team
• Prepare sprint review session with every release to show-case work accomplished by the team in previous sprint. 
• Maintain high level of domain knowledge for given area to understand own work but also to provide support across the company regarding domain area information.
• Oversee and report to management feature delivery status including progress, dependencies and delivery dates
• Decomposing of feature to understand and breakdown the areas impacted
• Ensure all user stories are identified and written which covers all areas of the feature in the product. Ensure no gaps are left open with in feature
• Identify when development of feature within one microservice may impact or be impacted by functionality in another area of the Shiji enterprise platform. Work cross modularly with other product owners to shore up those gaps for a bullet proof solution.
• Work closely with dev lead to plan the execution of the feature, identify dependencies, and estimate an accurate delivery date for full feature.
• When needed, work closely with dev leads from other teams where work in that module is required.
• Regularly plan refinement/grooming sessions to ensure stories in backlogged are groomed and ready for developers to pick up.
• Groom stories early on to recognize when adjustments are needed, to keep the estimated delivery dates/timelines.

Qualifications

• 2+ years of relevant experience including implementation/ development experience and project management leadership experience
• Experience working with Property Management Systems (PMS)
• Current knowledge of the hospitality market, competition, and environment. Expertise in hotel management systems products, technology, and industry solutions
• Technical knowledge and deep understanding of hospitality software and solutions
• Degree in a Technical, Hospitality, or Business field
• Previous experience with agile/scrum methodologies a plus
• Outstanding communication skills. Expresses and articulates key elements of ideas or concepts (both written and verbal) in a logical, descriptive, and comprehensible manner. Anticipate reactions and responds appropriately
• Display of strong tenacity and drive to see things through to successful conclusion. Demonstrate a sense of urgency, a propensity for action, and confidence in the likely success of plans and initiatives. Deliver results that meet or exceed expectations

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Job Description

The SEP Implementation Specialist is responsible for ensuring the successful deployment of our Property Management System (PMS) solutions for enterprise customers. This includes analyzing customer needs, configuring tailored PMS solutions, performing system installations and upgrades, and delivering training, either on-site or remotely, to ensure a smooth transition and positive user experience. The SEP Implementation Specialist ensures that our PMS solutions meet the unique specifications and functional requirements of our enterprise customers.

What You’ll Do:

• Perform various PMS implementation projects at customer sites in hotel environments across Mexico, the United States, and internationally or remotely when necessary.
• Manage end-to-end implementations by understanding user requirements, assisting customers with completing and utilizing PMS configuration workbooks to perform system configurations, conducting on-site system testing, providing user training, and providing support after "go-live" to ensure smooth operations of our Shiji PMS solution for our customers with a focus on quality and customer satisfaction.
• Report and escalate critical issues and functional requests from customers to appropriate internal teams, including Product and Development, and follow through to ensure timely resolution.
• Analyze and clarify customer queries through troubleshooting and research using existing product documentation, lab testing, and other resources.
• Provide guidance to customers by addressing operational and application-related inquiries and offering consultative support.
• Prepare and submit all required project reports daily and upon project completion to maintain accurate and up-to-date project documentation.
• Attend regular trainings to remain up-to-date with new and current developments of all Shiji PMS functions.

Qualifications

Minimum Qualifications (knowledge, skills, and abilities):

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages
• Minimum four (4) years’ experience in Hotel Operations with a strong understanding of front desk operations, housekeeping, reservations, and finance.
• Experience with hospitality PMS systems in a super user role, demonstrating advanced knowledge of system functionalities, troubleshooting, and user support.
• Proficient in Microsoft and Windows operating systems for enterprise level projects.
• Experience in customer-facing roles with a passion for delivering exceptional service and ensuring customer satisfaction.
• Strong problem-solving skills with the ability to quickly understand and implement diverse IT solutions.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.
• Must be available during evenings, weekends, and holidays as needed, in line with project demands. Overtime compensation will be provided in accordance with Mexican labor law.
• Possession of a valid passport and willingness to travel within the Americas region and internationally, with travel requirements of up to 80%; on-site durations may vary, including periods of up to six weeks, as needed for project execution.

Preferred Qualifications/Nice to Have:

• Bachelor’s Degree from an accredited college or university in a technical, hospitality or business field
• Minimum two (2) years’ experience in installing Property Management Systems (PMS) and training end-users or experience working in IT related roles within a hotel.

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Job Description

The Sales Development Representative (SDR) will play a key role in driving revenue growth by identifying, generating and qualifying for new business opportunities for the sales team across Mexico and the U.S. This role will be responsible for building a high-quality sales pipeline through the qualification of inbound inquiries and actively sourcing, researching, and engaging with potential new leads.

What You’ll Do:

• Conduct market research to identify target customers, key contacts, and decision-makers for each prospect. 
• Proactively identify and engage potential customers through outbound phone calls, emails, LinkedIn messages, and other channels to generate qualified leads for Shiji solutions.
• Qualify and process inbound sales leads from events, trade shows, and marketing campaigns promptly to ensure timely follow-up.
• Assess sales leads based on desire, budget, authority, and need criteria, scheduling appointments with the Director of Business Development and sales executives. 
• Reach out to potential customers to encourage their participation in Shiji-hosted events, fostering engagement and interest.
• Assist in the setup and preparation for events, ensuring a seamless experience and represent Shiji at key events as needed, supporting customer interactions, strengthening customer relationships, and driving brand presence.
• Stay informed about industry trends, competitors, and target markets, analyzing and documenting competitive insights to strategically position Shiji solutions and regularly update reports.
• Implement and test new outreach techniques periodically to enhance prospect engagement and improve lead quality.
• Maintain accurate and up-to-date records of contact information for all leads in Zoho CRM, reviewing data regularly to ensure accuracy.
• Collaborate regularly with assigned sales executives to refine outreach strategies, align on-target accounts, and development engagement approaches.
• Meet or exceed weekly/monthly KPIs for outreach activities, qualified leads, and engagement activities to support sales pipeline.

Qualifications

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages.
• Demonstrated ability to proactively identify opportunities and complete tasks efficiently to achieve business goals.  
• Detail-oriented with excellent follow-up capabilities.
• Strong written and verbal communication skills to effectively communicate and build rapport with internal team members and customers.
• Proficiency in CRM systems and Microsoft Office Suite (Word, PowerPoint, Excel).
• Demonstrated customer-first approach, maintaining professionalism and business acumen.
• Ability to manage multiple tasks and projects simultaneously, prioritize effectively,  while adhering to established policies and procedures.
• Ability to thrive in a fast-paced, dynamic environment and adapt to change effectively.
• Ability to work collaboratively within a diverse, team-orientated setting.

Preferred Qualifications/ Nice to Have:

• Experience in the hotel or hospitality software industry.
• Demonstrated consultative sales skills with proven success in building and maintaining long-term customer relationships, as evidenced by meeting or exceeding sales targets or customer retention goals.

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Job Description

The Sales Development Representative (SDR), Team Lead will oversee and manage the Sales Development Representatives (SDRs) team to achieve performance targets and drive consistent growth across Mexico and the U.S. This role will lead both inbound and outbound  lead-generation efforts while focusing on team development and enhancing SDR capabilities. The SDR Team Lead will collaborate closely with key stakeholders and internal teams to align with and achieve strategic business goals.

What You’ll Do:

• Lead, mentor, and manage the SDR team to meet or exceed individual and team KPIs, fostering a culture focused on growth, collaboration, and high performance.
• Develop, implement, and evaluate outreach strategies to improve prospecting techniques, enhance lead quality, and drive pipeline development while tracking team performance against key metrics, goals, and targets to ensure alignment with marketing and business development objectives.
• Guide the team in outbound prospecting to capture contact information and qualify target sales leads, providing best practices, training, and feedback to optimize outreach efforts.
• Oversee prompt processing of inbound Marketing Qualified Leads (MQLs) by ensuring adherence to lead qualification criteria within the CRM system and facilitating efficient conversion into Sales Qualified Leads (SQLs) to maximize sales opportunities.
• Execute core SDR tasks, including performing outbound sales activities, qualifying inbound leads, and facilitating the scheduling of sales meetings between sales executives and potential customers to drive pipeline growth and engagement.
• Monitor and evaluate team performance using CRM and other tools, ensuring accuracy and consistency in data entry and reporting, and providing actionable feedback to improve results.
• Conduct regular one-on-one coaching sessions with SDRs to provide feedback, track progress, and support professional development.
• Collaborate with sales and marketing leadership to align on lead qualification criteria, optimize lead handoff processes, and adjust outreach strategies based on data-driven insights.
• Support SDRs with complex lead qualification efforts, helping them navigate challenging conversations and identify high-potential opportunities.
• Conduct market research and stay informed about industry trends, competitor activities, and market opportunities to enhance the team’s strategies.
• Track and analyze the progression and results of inbound and outbound campaigns, presenting status reports to the Director of Business Development, Global Marketing, and other stakeholders while using insights to refine future strategies.
• Maintain a personal contribution to lead generation efforts by proactively engaging with potential customers, supporting team objectives, and representing Shiji at key events, including assisting with setup and customer interactions to enhance engagement and strengthen brand presence.
• Conduct market research and stay informed about industry trends, competitor activities, and market opportunities to enhance the team’s strategies and ensure long-term success.

Qualifications

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages.  
• Bachelor’s degree in Marketing, Business, or related field, or equivalent experience.
• Minimum five (5) years’ experience in sales lead generation, digital marketing, business development or related roles, with a focus on supporting sales objectives.
• Minimum three (3) years’ experience managing a team, with proven success in mentoring, coaching, and developing team members to achieve performance goals.  
• Proven ability to drive new business and execute sales strategies, focusing on identifying and nurturing customers to expand market reach and achieve growth targets
• Experience with developing and executing outbound and inbound marketing campaigns, with strong analytical skills to track, analyze, and optimize performance. 
• Strong project management skills with the ability to manage multiple tasks and priorities simultaneously
• Proficiency in CRM systems, marketing automation tools, and Microsoft Office Suite (Word, PowerPoint, Excel).
• Strong problem-solving skills and a data-driven mindset to assess team and campaign performance and implement improvements effectively.
• Excellent written and verbal communication skills, with the ability to effectively present insights and strategies clearly to stakeholders and collaborate cross-functionally.
• Strong project management skills, with the ability to manage multiple tasks and priorities simultaneously while meeting deadlines.
• Motivated sales professional with a consultative approach, excellent problem-solving skills, and a data-driven mindset to analyze performance metrics and make informed decisions.
• Ability to work in a fast-paced environment and adapt quickly to changing demands.

Preferred Qualifications (knowledge, skills, and abilities):

• Experience selling B2B technology/SaaS is preferred.
• Hotel and/or hospitality software industry experience preferred

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Job Description

The Sales Executive will be responsible for driving revenue growth by prospecting and  generating new business for Shiji PMS and Infrasys within the Mexico market. This role focuses on identifying and engaging potential customers, building strong and lasting relationships, and developing high-quality sales pipelines to ensure sustained growth.

 What You’ll Do:

• Proactively prospect and generate qualified new leads through research, outreach (calls, emails, LinkedIn), and networking to build a robust sales pipeline.
• Maintain up-to-date knowledge of Shiji PMS and Infrasys solutions to effectively identify and engage potential customers through tailored product demonstrations and consultative selling approaches, highlighting their value in meeting customer needs.
• Conduct market research to identify target customers, key contacts, and high-potential prospects within the market, ensuring a strategic focus on opportunities aligned with business goals.
• Assess and qualify inbound leads from events, tradeshows, and marketing campaigns to determine interest, budget, authority, and business needs, converting them into sales-qualified leads.
• Build and maintain strong relationships with customers and prospects, ensuring positive and professional customer experience.
• Manage the entire sales cycle, from initial outreach and lead qualification to contract negotiation and closing, ensuring alignment with company policies on pricing and terms.
• Collaborate with the Director of Business Development to design and implement strategies and campaigns that support the business objectives of Shiji PMS and Infrasys, ensuring alignment with overall sales goals.
• Negotiate contracts, pricing, and terms to close sales deals in alignment with company policies.
• Collaborate with internal teams, including marketing, product, finance, implementation, and customer support, to design strategies, support customer needs, and ensure a seamless sales process.
• Monitor industry trends, advancements in hospitality technology, and competitor offerings to identify new opportunities and maintain a competitive edge.
• Ensure sales targets are consistently met or exceeded through strategic planning and effective execution.
• Represent Shiji at key industry events, trade shows, and client meetings to network, engage with prospects, build relationships, and enhance brand visibility and reputation.
• Provide regular updates and forecasts to the Sales Manager, highlighting pipeline progress, market insights, and sales performance.
• Maintain accurate records of prospects and lead contact information in Zoho CRM for effective follow-up and pipeline management.

Qualifications

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages.
• Bachelor’s degree in marketing, Business, or related fields
• Minimum five (5) years’ experience in Business Development or Sales with the ability to drive new business
• Experience in B2B Technology/SaaS Sales within the hotel and/or hospitality software industry.
• Demonstrate a proactive, results- oriented mindset with a consultative sales approach
• Proven ability to drive new business and execute sales strategies, focusing on identifying and nurturing customers to expand market reach and achieve growth targets
• Strong written and verbal communication skills, with keen attention to detail and reliable follow-up capabilities
• Experience presenting to “C” level customers
• Proficient in CRM systems, marketing automation tools, and Microsoft Office Suite (Word, PowerPoint, Excel)
• Exhibit a customer-centric mindset, consistently demonstrating professionalism, strong business acumen, and a commitment to exceptional service
• Demonstrated ability to manage multiple tools, work independently, and effectively prioritize tasks
• Strong communication skills with a strong ability to work cross-functionally and excel in a team – oriented environment
• Willingness to travel as required to meet with customers and attend industry events.
• Ability to work in a fast-paced environment and adapt quickly to changing demands

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Job Description

Technical Responsibilities

• Administering and managing existing database clusters and individual databases (using Iaac tools like Terraform).
• Designing database structures and collaborating with other teams to achieve technical alignment.
• Building and setting up new database clusters.
• Implementing backup, restore, disaster recovery, and business continuity strategies for database systems.
• Creating and maintaining technical and non-technical documentation for database systems and related tooling.

Collaborative Responsibilities

• Serving as the liaison between development teams and Infrastructure.
• Mediating and advising on the division of responsibilities between infrastructure and application layers.

Qualifications

• Strong knowledge and practical experience as an administrator (DBA) with PostgreSQL.
• Working knowledge of AWS, sufficient for efficient day-to-day operations.
• Basic knowledge of Python, or a willingness to learn the basics.
• A solid foundational understanding of Linux.
• Experience with Terraform and/or Ansible.

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Job Description

The Implementation Specialist, Mexico is responsible for ensuring the successful deployment of our POS solutions for enterprise customers. This includes analyzing customer needs, configuring tailored POS solutions, performing system installations and upgrades, and delivering training, either on-site or remotely, to ensure a smooth transition and positive user experience. The Implementation Specialist, Mexico ensures that our POS solutions meet the unique specifications and functional requirements of our enterprise customers.

What You’ll Do:

• Perform various Food & Beverage (F&B) POS implementation projects either remotely or, when necessary, travel to customer sites in hotel and restaurant environments within the Americas region.
• Manage end-to-end implementation by understanding user requirements, performing system configurations, conducting on-site system testing, setting up and installing equipment such as the server, workstations, printers, and other relevant devices, providing user training, and providing support after "go-live".
• Connect and test network cable connection for multiple hardware devices is required.
• Install POS hardware, test connectivity, and ensure proper cable setup at customer sites to support seamless system installation.
• Perform POS version upgrades either remotely or on site, ensuring minimal disruption to customer operations.
• Report and escalate critical issues and functional requests from customers to appropriate internal teams, including Product and Development, and follow through to ensure timely resolution.
• Provide guidance to customers by addressing operational and application-related inquiries and offering consultative support.
• Deliver remote support post implementation to ensure smooth operations of the POS system.
• Collaborate with various internal technical teams including the Project Team, Product Team, the Support Team, and the Development Team, to resolve customer issues and enhance system performance.
• Prepare and submit all required project reports daily and upon project completion to maintain accurate and up-to-date project documentation.
• Attend regular trainings to remain up-to-date with new and current developments of all Shiji PMS functions.

Qualifications

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages.
• Minimum two (2) years’ experience in Hospitality or Hotel IT industry or related field.
• Experience with hospitality POS systems in a super user role, demonstrating advanced knowledge of system functionalities, troubleshooting, and user support.
• Proficient in Microsoft and Windows operating systems for enterprise level projects.
• Possession of a valid passport and willingness to travel within the Americas region, with travel requirements of up to 75%; on-site durations may vary, including periods of up to six weeks, as needed for project execution.
• Experience and proficient in system setup and installation, including hardware and software configurations for POS systems.
• Strong problem-solving skills with the ability to quickly understand and implement diverse IT solutions.
• Ability to communicate effectively and build rapport with internal team members and customers.
• Customer-focused mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.
• Willingness to be available for on-call support during evenings, weekends, and holidays as needed, in line with project demands. Overtime compensation will be provided in accordance with Mexican labor law.
• Ability to lift up to 25 lbs. for hardware setup and installation tasks. 

Preferred Qualifications/Nice to Have:

• Bachelor’s Degree from an accredited college or university in a technical, hospitality or business field

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Job Description

• Provide technical consultancy to our hospitality customers within EMEA region 
• Identify areas of required development within correspondence templates to increase data visibility from PMS to Correspondence templates 
• PMS Implementation, integration, and training (remotely and customer on-site) 
• PMS Interfaces Implementation 
• Meeting & Events solution Implementation 
• Configure the system to meet country-specific legal fiscal requirements 
• Analyze customer needs and configure the systems to their specific requirements 
• Ensure multiple users, and service model concept meets the customer operational workflow 
• Train the staff in the best and most practical use of the software 
• Take the customer site live, answer any operational and application requests onsite 
• Report accurate project status and act proactively to achieve the project goal 
• Internal consultation

Qualifications

• Hospitality Business background or working record in a similar PMS implementation role 
• You have the same passion for the Hospitality industry as our customers' passion to serve their guests 
• Ability to adapt quickly to new technologies, products and procedures 
• Ability to work and thrive in a multi-tasked and fast-paced environment 
• Ability to quickly learn the company’s various IT solutions and able to handle system installation 
• Ownership with quality, Professional “get it done” attitude and work ethic 
• Fluent in English, other languages are add-on 
• Willingness to travel 75% 

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Job Description

• Act as the liaison between development teams and DevOps
• Act as a mediator and advisor in determining the division of responsibilities between infrastructure and application layers
• Designing database structure and finding common grounds with other teams on the technical level
• Implementing backup and restore, disaster recovery and business continuity strategies within database clusters 
• Building and setting up new database clusters 
• Administering existing database clusters and databases 
• Creating and maintaining technical and non-technical documentation of database systems and related tooling 

Qualifications

• Good knowledge of AWS
• Good knowledge of Python/Bash/Go
• Good knowledge of Linux
• Terraform/Ansible
• Postgress/MySQL

Nice to have:

• Bachelor’s degree in computer science, or information technology, or other related field of study

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Job Description

The 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 fulfil 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 fulfilment (new or existing) and proactively engaging with Operations to drive service request implementation for our clients.
• 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.
• 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.
• 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 close 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.
• Other ad hoc duties and travel as required.

Qualifications

• "Native" level of German and full proficiency in English required.
• Customer success or PMS Implementation Specialist background essential.
• Proven problem-solving skills in a customer facing role.  Strong “farmer” personality type.
• Working knowledge of Hospitality PMS/POS solutions, Microsoft Office suite and CRM tools.
• Experience working with, and managing, stakeholders and customers at all levels.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills
• Flexibility and adaptability in a fast-paced environment.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Bachelor degree level preferred but not essential.

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Job Description

• Act as a global specialist/lead for hotel business process definition, functional system design and requirements and user story preparation for a cloud based globally aware solution
• Oversee the regionally developed products and 3rd party integrations, relationships and programs and be responsible for product release launch and documentation
• Specify and prioritize requirements for new features
• Manage sprints, product planning backlog and scrum events
• Provide deep business research and solution guidance as required by the project development phases
• Provide "product expert" technical assistance to developer/ level 3 support, regional sales and the operational team
• Lead theoretical and conceptual presentations, discussions and dialogue; and to provide business and practical context that enables both decision and design conclusions
• This role includes some international travels to clients and our offices

Qualifications

• 3+ years of relevant experience including implementation/ development experience and project management leadership experience
• Experience working with Property Management Systems (PMS)
• Current knowledge of the hospitality market, competition, and environment. Expertise in hotel management systems products, technology, and industry solutions
• Experience with hospitality technology integration processes & solutions
• Technical knowledge and deep understanding of hospitality software and solutions
• Experience modeling financial investments focusing on ROI analysis
• Degree in a Technical, Hospitality, or Business field
• Previous experience with agile/scrum methodologies a plus
• Outstanding communication skills. Expresses and articulates key elements of ideas or concepts (both written and verbal) in a logical, descriptive, and comprehensible manner. Anticipate reactions and responds appropriately
• Display of strong tenacity and drive to see things through to successful conclusion. Demonstrate a sense of urgency, a propensity for action, and confidence in the likely success of plans and initiatives. Deliver results that meet or exceed expectations

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Job Description

The 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 fulfil 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 fulfilment (new or existing) and proactively engaging with Operations to drive service request implementation for our clients.
• 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.
• 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.
• 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 close 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.
• Other ad hoc duties and travel as required.

Qualifications

• Customer success or client service experience in SaaS and/or hospitality industry.
• Proven problem-solving skills in a customer facing role.  Strong “farmer” personality type.
• Working knowledge of Hospitality PMS/POS solutions, Microsoft Office suite and CRM tools.
• Experience working with, and managing, stakeholders and customers at all levels.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills.
• Flexibility and adaptable in a fast-paced environment.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Educated to bachelor’s degree level preferred but not essential.
• German language preferable.

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Job Description

The 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 fulfil 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 fulfilment (new or existing) and proactively engaging with Operations to drive service request implementation for our clients.
• 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.
• 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.
• 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 close 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.
• Other ad hoc duties and travel as required.

Qualifications

• Customer success or client service experience in SaaS and/or hospitality industry.
• Proven problem-solving skills in a customer facing role.  Strong “farmer” personality type.
• Working knowledge of Hospitality PMS/POS solutions, Microsoft Office suite and CRM tools.
• Experience working with, and managing, stakeholders and customers at all levels.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills.
• Flexibility and adaptable in a fast-paced environment.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Educated to bachelor’s degree level preferred but not essential.
• German language preferable.

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Job Description

Financial Reporting & Analysis: 

• Prepare timely financial reports, including income statements, balance sheets, and cash flow statements, with an emphasis on SaaS-specific metrics such as ARR, MRR, churn rate. 
• Conduct variance analysis between actuals, forecasts, and budgets, identifying trends, risks, and opportunities. 
• Develop and maintain financial models to support business decision-making and strategic planning. 

Budgeting & Forecasting: 

• Oversee and drive the annual budgeting for both the Operations and R&D departments, ensuring alignment with organizational goals and objectives. 
• Forecast financial performance, focusing on future revenue growth, R&D costs, and product development timelines. 
• Monitor variances between actuals and forecast, provide insightful analysis and commentary on financial performance, highlighting areas for improvement. 

Cost Control & Efficiency: 

• Analyse financial data to identify cost-saving opportunities and operational efficiencies. 
• Support the implementation of financial controls and processes to ensure compliance with company policies and regulations. 

Cash Flow Management: 

• Oversee cash flow management, ensuring liquidity and appropriate funding levels for operations and and long-term investment (R&D). 
• Develop strategies for optimizing working capital and minimizing financial risks. 

Business Partnering: 

• Collaborate with cross-functional teams to support business growth, providing financial insights and recommendations. 
• Partner with department heads to align financial goals with company strategy. 

Financial Systems & Process Improvement: 

• Work with various finance teams globally to optimize financial systems and reporting tools, driving automation and efficiency. 
• Identify opportunities for process improvement within the finance department and across the organization. 

Qualifications

• Bachelor’s degree in Finance, Accounting, or a related field; MBA, CPA, or CFA preferred. 
• 5+ years of experience in financial analysis, controlling, or accounting, ideally within a SaaS, technology, or R&D-driven organization. 
• Knowledge of financial reporting standards (IFRS) and regulations. 
• Understanding of SaaS metrics and revenue recognition standards. 
• Experience working with R&D teams to manage costs, forecast product development, and assess ROI on innovation projects. 
• Advanced proficiency in financial analysis and budgeting, with experience using tools like Excel, Power BI, or SaaS-specific software. 
• Proficient with ERP and financial systems (Microsoft NAV would be a plus) and CRM systems. 
• Strong communication skills, both verbal and written, with the ability to present complex financial information to non-finance stakeholders (English is a must). 
• Excellent analytical and problem-solving skills, with a keen attention to detail. 
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment. 
• Experience in managing or overseeing a small team is a plus. 

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Job Description

• Provide technical consultancy to our hospitality customers within EMEA region 
• Identify areas of required development within correspondence templates to increase data visibility from PMS to Correspondence templates 
• PMS Implementation, integration, and training (remotely and customer on-site) 
• PMS Interfaces Implementation 
• Meeting & Events solution Implementation 
• Configure the system to meet country-specific legal fiscal requirements 
• Analyze customer needs and configure the systems to their specific requirements 
• Ensure multiple users, and service model concept meets the customer operational workflow 
• Train the staff in the best and most practical use of the software 
• Take the customer site live, answer any operational and application requests onsite 
• Report accurate project status and act proactively to achieve the project goal 
• Internal consultation

Qualifications

• Hospitality Business background or working record in a similar PMS implementation role 
• You have the same passion for the Hospitality industry as our customers' passion to serve their guests 
• Ability to adapt quickly to new technologies, products and procedures 
• Ability to work and thrive in a multi-tasked and fast-paced environment 
• Ability to quickly learn the company’s various IT solutions and able to handle system installation 
• Ownership with quality, Professional “get it done” attitude and work ethic 
• Fluent in German and English, other languages are add-on 
• Willingness to travel 75% 

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Job Description

• Provide technical consultancy to our hospitality customers within EMEA region 
• Identify areas of required development within correspondence templates to increase data visibility from PMS to Correspondence templates 
• PMS Implementation, integration, and training (remotely and customer on-site) 
• PMS Interfaces Implementation 
• Meeting & Events solution Implementation 
• Configure the system to meet country-specific legal fiscal requirements 
• Analyze customer needs and configure the systems to their specific requirements 
• Ensure multiple users, and service model concept meets the customer operational workflow 
• Train the staff in the best and most practical use of the software 
• Take the customer site live, answer any operational and application requests onsite 
• Report accurate project status and act proactively to achieve the project goal 
• Internal consultation

Qualifications

• Hospitality Business background or working record in a similar PMS implementation role 
• You have the same passion for the Hospitality industry as our customers' passion to serve their guests 
• Ability to adapt quickly to new technologies, products and procedures 
• Ability to work and thrive in a multi-tasked and fast-paced environment 
• Ability to quickly learn the company’s various IT solutions and able to handle system installation 
• Ownership with quality, Professional “get it done” attitude and work ethic 
• Fluent in English, other languages are add-on 
• Willingness to travel 75% 

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Job Description

Enterprise Platform

Your job will be to develop a part of a distributed system that serves the hospitality industry. It is a solution that allows hotel employees or hotel managers to handle various activities such as managing reservations, payments and hotel services within the hotel or between hotels. The system consists of many domain-oriented microservices developed under a few cross-functional teams.

• getting requirements about functionalities, developing and maintaining software features based on visual mockups and UX descriptions in scrum manner (sprints, grooming, planning, retrospective sesssions)
• working with the newest technologies, best practices and patterns in software development
• delivering high-quality code, which is both functional and performant
• writing tests
• code reviewing
• contributing to the infrastructure that the team leverages for development
• contributing in design of solutions with team members
• sharing knowledge with other developers
• working with microfrontends and microservices in multi-region environment

Our Daily Work

• we work in iterations with refinements, plannings and retrospective meetings
• we use Gitlab to sync the code with develop and master branches, and create feature branch for each User Story
• we commit daily and use CI/CD using Gitlab/Jenkins
• we open merge requests and wait for review for other team members before merge
• we use docker and docker compose for local development and deployment of all microservices
• we use teams to communicate and or participate in meetings with other team members
• we cooperate with UI/UX department to provide user the best possible looks and feel of application
• we create NPM internal packages to share work with others, create design systems and avoid repetitions

Technologies we use:

• React ecosystem
• SASS
• Web Components, Stencil
• Jest, Testing Library, Enzyme, QUnit
• Webpack, Babel
• TypeScript
• Gitlab
• Docker and Docker Compose
• Design patterns and clean code practices (OOP, SOLID)
• Ember

Qualifications

• minimum 4 years’ experience as JavaScript, React Developer or Front-End Developer
• advanced understanding of JavaScript ES6/TypeScript
• good knowledge of HTML5, CSS3
• experience in work with or contribute to a JavaScript based build system (e.g., Babel, Webpack)
• experience with React ecosystem (React hooks)
• interest in testing, review and code quality
• familiar with Git
• SOLID understanding of best practices, processes and design patterns
• open mind, contribution in discussions and good communication, especially inside of the team
• participation in designing solutions
• readiness to share knowledge and help team members
• self-reliance in daily work but also willingness for asking for help
• good English, both written and spoken

Nice to have:

• basics of linux, docker
• experience with form libraries
• knowledge of Functional Programming and Object Oriented Programming
• ember

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