At a Glance
- Tasks: Manage hotel client relationships and ensure successful onboarding and product adoption.
- Company: Join a rapidly growing SaaS company revolutionising the hospitality industry.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Collaborative culture with opportunities for growth and international exposure.
- Why this job: Make a real impact in the hospitality sector with innovative technology.
- Qualifications: 1+ year experience in hotel Sales or MICE, strong PMS knowledge required.
The predicted salary is between 40500 - 49500 £ per year.
Location: London
Experience: 1+ Year
About Us
Optimiser is a rapidly growing SaaS company offering innovative platforms including Optimiser CRM and Optimiser Touchpoint, designed to streamline operations, improve engagement and drive measurable results for businesses across industries. With a strong footprint in various industries, we pride ourselves on delivering highly configurable solutions tailored to each client’s needs.
Position Overview
Optimiser is seeking a Client Success Manager with a strong hospitality background to manage and grow relationships with our hotel clients. This role is ideal for someone who has worked within hotel Sales or MICE departments and understands the operational and commercial challenges hotels face. You will act as the primary point of contact for clients, ensuring successful onboarding, adoption, and ongoing utilisation of the Optimiser hospitality business platform, while delivering measurable value to their business.
Key Responsibilities
- Manage a portfolio of hotel clients and act as their primary point of contact
- Lead onboarding, implementation, and training for new clients
- Ensure smooth integration and usage of CRM with PMS (particularly Opera)
- Work closely with Sales, Marketing, and Revenue teams on the client side
- Provide ongoing support, guidance, and best practices to maximise product adoption
- Troubleshoot client issues and coordinate with internal technical teams for resolution
- Conduct regular account reviews and performance check-ins
- Identify upsell and cross-sell opportunities based on client needs
- Gather client feedback and work with Product teams to enhance the platform
- Support clients with campaign execution, segmentation, and CRM usage strategies
Requirements
- Minimum 1 year experience in a hotel Sales or MICE department
- Strong understanding of hotel operations and commercial functions
- Thorough knowledge of PMS systems (Property Management Systems)
- Hands‑on experience with Opera PMS is essential
- Prior experience using a CRM system (hospitality CRM preferred)
- Strong troubleshooting and problem‑solving skills
- Ability to understand and resolve both operational and technical issues
- Excellent communication and stakeholder management skills
- Highly organised with the ability to manage multiple clients/projects
Preferred Skills
- Experience working with hotel groups or multi‑property environments
- Exposure to integrations (PMS, Channel Manager, Booking Engine, etc.)
- Understanding of guest journey, segmentation, and marketing automation
- Familiarity with MICE sales processes and event management workflows
What Success Looks Like
- Clients are fully onboarded and actively using the platform
- High client satisfaction and retention rates
- Strong product adoption across Sales & Marketing teams
- Timely resolution of client issues
- Identification of growth opportunities within accounts
- Work with a leading hospitality‑focused CRM with deep PMS integrations
- Exposure to international hotel groups and cutting‑edge technology
- Opportunity to directly impact client success and product evolution
- Fast‑paced, collaborative, and growth‑oriented environment
Client Success Executive – Hospitality employer: Optimiser
At Optimiser, we are committed to fostering a dynamic and inclusive work environment that empowers our employees to thrive. As a Client Success Executive in the heart of London, you will benefit from our strong focus on professional development, collaborative culture, and innovative technology solutions tailored for the hospitality industry. Join us to make a meaningful impact while enjoying competitive benefits and the opportunity to grow within a rapidly expanding SaaS company.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Executive – Hospitality
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Optimiser. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Optimiser before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Executive – Hospitality
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Optimiser:Your cover letter is your chance to shine! Tell us why you want to work at Optimiser specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Optimiser!
How to prepare for a job interview at Optimiser
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
