Accounts Experience Specialist

Job Description: Accounts Experience Specialist IHG (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

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.