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Mid-level, generalist client-facing SaaS role at well-known employer increases applicant competition.
Requires hotel industry and PMS integration experience, limiting transferability across industries.
Explicit 5–7 years plus hotel/PMS domain experience and night-shift requirement enforces strict filtering.
Serve as primary client contact for Passkey product, providing expert advice to maximize product value.
Assist clients 90% of the time via phone, chat, and email with detailed product knowledge and technical support.
Monitor client usage and outcomes to identify improvement opportunities and tailor solutions leveraging Passkey capabilities.
5-7 years of work experience in client-facing customer service roles, preferably in technology or SaaS products.
Graduate or Master's degree in any field.
Strong hotel industry background with understanding of group/event hotel operations and distribution.
Knowledge of hotel technology including PMS and systems like Marriott MARSHA, Oracle OHIP/OXI, Concerto, ACRS preferred; readiness to work night/late night shifts.
Experienced in working with hotel group reservation technologies and processes, familiar with product integration nuances.
Skilled in communicating technical product features clearly to clients and developing tailored solutions.
Comfortable working extensively through remote client interactions and collaborating with cross-functional teams under shift-based schedules.