Technical Account Manager - Casinos

Join the Access family and see how we make software ideas become a reality! Our core value of 'love work, love life' has been central to our success and we're looking for people to join us who share our passion for making things better every day.
What we're all about:
SHR Group, an Access company, unites pioneering hotel technology and marketing services to put the power back in the hands of hoteliers. We deliver solutions through a complete eco-system of tools and services that maximize guest success and value at every touchpoint.
More than 2,000 hotels around the world rely on SHR Group's product suite to optimize their channel mix, personalize guest experiences, and maximize revenue and profitability. Our platforms bring the full stack of booking and revenue tools together for the first time, from acquisition to booking, check-in to post stay follow-up and loyalty, whilst maximizing revenue every step of the way. These services are then rocket boosted by the platform's real-time learning and insight, enabling smarter prediction, tailoring and optimization of every guest interaction.
About You:
As Technical Account Manager for Casinos, you'll be responsible for managing the day-to-day relationships with some of SHR's complex casino customers. You will become the customers' main point of contact for all product related questions and assist with ongoing training, best practice advice, and ensuring the customers' complex integrations work seamlessly to maximize bookings through the CRS. You'll work closely with casino customers to gather product feedback about SHR's Casino functionality and keep them up to date on new product features being released.
Working closely with the VP Casino Strategy and Solutions, you'll ensure the needs of SHR's casino customers are met and opportunities for growth are maximized and will also work closely with the SHR Technical support team on open cases related to casino customers to ensure accurate responses are provided based on the customer's specific set-up.
Day-to-day, you will:

• Be the day-to-day contact for your assigned casino customers.
• Schedule and conduct regular meetings to open communication and engagement.
• Build relationships with key customers and partner stakeholders.
• Become an expert on SHRs Casino functionality, staying up to date with any new relevant functionality.
• Work with assigned customers on best practices advice and strategies to ensure they have the optimal set up for success and maximize value from SHR's casino solutions.
• Work closely with the SHR Technical support team on open cases related to casino customers to ensure accurate responses based on the customer's specific set up.
• Gain a clear understanding of the unique set up of all assigned casino customers.
• Create integration diagrams and document specific customizations that were developed for your assigned customer.
• Monitor performance of your assigned casino customers including health status, ACV variations and survey scores.
• Proactively look for opportunities with all existing casino customers to increase adoption of SHR's casino functionality.
• Gather customer feedback on SHR's casino functionality to be used in the evaluation process for the casino product roadmap.
• Attend onsite meetings with existing customers.
• Help create optimal system solutions for existing and potential casino customers.
• Participate in sales demos with potential casino customers, online and in-person.
• Attend industry events.

Requirements
Your skills and experience include:

• Strong account management and troubleshooting skills, as well as a thorough understanding of Casino related functionality with the CRS.
• Minimum 2 years of experience in hospitality with previous account management and/or technical support experience.
• The ability to develop strong customer relationships.
• Strong analytical and problem-solving skills.
• Proven organizational skills with attention to detail and the ability to self-manage, prioritize initiatives and work well in a team environment.
• Superior communication and presentation skills.

This is a remote position, but candidates must be willing to work hours that align to the Pacific Time Zone.
Applicants must be eligible to work in the U.S. without sponsorship from the employer (e.g., H1-B visa) for this opportunity.
What does SHR, an Access company, offer you?
We are a growing software company, and we deliver on what we say we do! We take the development of our people seriously and we will work with you to carve out your success plan and provide opportunities to accelerate your career and make a real difference.
The salary range for this position is $60,000 - $90,000 annually. Compensation offered will be determined by several factors such as location, qualifications, skills, competencies and experience. On top of a competitive salary, you'll also receive benefits, including medical, dental, vision, and 401(k).
SHR, an Access company, is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.
Love Work. Love Life. Be You.