Job Description: Accounts Experience Specialist (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.