Technical Success Manager

As a Technical Success Manager, you’ll support some of the world’s top hotel brands across the Americas. From onboarding to adoption, and every step in between, you’ll be their go-to partner; ensuring they get maximum value from our products and services. This role combines relationship management, strategic thinking, and technical expertise. You’ll collaborate closely with internal teams and become a trusted advisor for your customers.

You will

• Manage a portfolio of customer accounts across the Americas, building strong, long-term relationships

• Act as the primary point of contact for all customer communication—guiding them through onboarding, product adoption, and renewal

• Work closely with stakeholders to understand their challenges, business goals, and priorities

• Track customer KPIs (like platform usage and sentiment) to identify opportunities and address risks

• Lead business reviews, share insights, and consult on how to make the most of our platform

• Troubleshoot complex technical issues and coordinate with internal teams when needed

• Advocate for your customers by communicating feedback to Product, Development, and Support teams

• Host product training sessions and help customers stay informed about new features

• Promote satisfaction, engagement, and customer growth throughout the lifecycle

Tools and tech you will work with

• API integrations (JSON, SOAP)

• Cloud-based software

• SQL / database queries

• Microsoft Suite (Outlook, Teams, Excel, PowerPoint)

• Azure DevOps, ZenDesk, JIRA

• Middleware, CDP, CRM, and analytics tools

• Experience in Customer Success or Technical Account/Support Management, ideally in SaaS or enterprise software

• Strong relationship-building skills, with the ability to engage stakeholders at all levels

• Technical background and confidence working with APIs, integrations, and cloud-based software

• A proactive approach—always looking ahead, anticipating challenges, and identifying improvements

• Excellent verbal and written communication skills in English

• Strong organizational skills and attention to detail

• Ability to analyze data and translate it into actionable insights

• Experience in the hospitality industry is a strong plus

Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standards. Led by our vision to accelerate digital transformation in the hospitality industry, we have continuously perfected our state-of-the-art CORE middleware solutions and wrap-around applications. This enables us to support both large international brands and small regional chains in their digital transformation journey. We are proud partners of some of the world’s best hospitality brands, including CitizenM, Loews, and Mandarin Oriental Hotel Group.
 
All of these achievements are made possible by the passion, talent, and knowledge of our team. At Ireckonu, we take pride in our diverse range of nationalities and backgrounds, where every employee plays an important role in building an environment where hard work is recognized and rewarded.
 
Our core values define who we are:
Excellence – At Ireckonu, we live excellence through our commitment to high standards, continuous improvement, and delivering outstanding products and services, driven by a culture of dedication and fueled by passion.
Partnership – At Ireckonu, partnership fuels our core, fostering teamwork, trust, and innovation, building lasting customer & partner connections for mutual success.
Transparency – At Ireckonu, we keep it simple – transparency means being open, honest, and sharing information to build trust and keep everyone aligned.