Client Service Manager

  • Berlin, Germany
  • Employees can work remotely
  • Full-time
  • Job Code: SJ1

Company Description

Shiji Group is a global network of technology platforms and solutions for the hotel, retail, food service, and entertainment industries with the goal to connect the businesses of the industries on a global scale. Founded in 1998, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands and has been providing software solutions and services, including hotel management tools, F&B and retail systems, payment gateways, data management, and online distribution to over 91,000 hotels, 200,000 restaurants, and 400,000 retail outlets. ShijiGroup focuses on the importance of cross-industry integration to connect all levels of the supply chain, from guests to distributors and suppliers of all types.

To support our Global Marketing Team, we are looking for a Client Service Manager responsible the strategic, commercial, and operational success of customer accounts located in UK and Ireland.  

Job Description

·     Ownership of key clients from a service level perspective.

·      Coordinating request fulfilment (new or existing) and proactively engaging with pre-sales, sales, project and operation management teams to drive service request implementation in customer site.

·      Support customer success initiatives, advocating for customers with internal and external stakeholders to deliver successful outcomes and play a central role in directing the future of our products.

·      Collaborate with product and implementation teams to set up or configure our solutions and services as per customers’ requirements.

·     Facilitate correct escalation procedures for all support and maintenance issues.

·      Manage a diverse range of complex or bespoke client requests and daily requirements, including the opportunity to be involved in regional or global projects with real impact on how the customer develops.

·      Prepare regular updates and reports for internal and external consumption

·     Other ad hoc duties as required


·      Customer success experience in SAAS and/or hospitality industry

·      Proven and successful negotiation and problem-solving skills in a customer facing role.  Strong “farmer” personality type.

·      Working knowledge of Hospitality PMS/POS solutions, Microsoft Office suite, CRM, 

·      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

·     Ability to travel nationally and internationally

·     Educated to degree level preferred but not essential.

·     Spanish & French language skills preferred. 

Additional Information

·     Challenging and creative technology environment with a great deal of freedom and responsibility

·     Feedback and initiatives are always welcomed, you’ll also get full ownership to help shape the company's future

·     Opportunity to grow inside the global organization and develop yourself both professionally and personally

·     Flexible working hours, opportunity to work (partially) remotely or choose your preferred location

·     Regular company Events & Entertainments as well as access to various location-based benefits and Employee Assistance Programs



Looking forward to your application under the specification of your possible starting date and salary expectations.