$25M software solution provider serving hospitality industry worldwide. Acquired by Fullsteam in 2021. Advanced to steer operations, oversee and ensure first-class service delivery, and lead high-priority implementations for customer base of circa 450. Serve as point of contact for key clients to ensure goal alignment and satisfaction. Oversee and mentor 21 staff under Implementations and Customer Support teams, including 2 department managers over IQware and Megasys Hospitality Solutions. ✔ Optimized customer experience and reduced attrition after initiating refocus on customer relationships to better understand their evolving needs and provide additional value. Introduced NPS surveys to identify customer health scores. Established monthly customer webinars to enhance service knowledge and better understand value.✔ Strengthened team performance and skillset by initiating cross-training initiatives covering various aspects of client projects and customer support.✔ Championed implementation and transition of newly purchased source code from 3rd-party partner. Transitioned new CRM module for all customers from 3rd-party platform to proprietary platform, with limited disruption to daily business operations.✔ Optimized service delivery and customer satisfaction by establishing performance goals and previously untracked KPIs to ensure alignment with business objectives.

Recommended for promotion and assigned to lead all software implementation projects and trainings for full suite of software applications, including property management systems, booking engines, point-of-sale systems, and guest management tools. Nurtured strong client relationships to support pre- and post-sales initiatives. Supervised and supported 8 implementation specialists. ✔ Championed several successful project implementations, including developing detailed project reports and presentations for clients, communicating clear expectations, and monitoring project progress. Identified and assigned resources for select projects, managed stakeholders, pinpointed and mitigated risks (technical challenges or delays), and ensured smooth post-implementation handoff.✔ Played essential role in onboarding new customers, expanding client base, and improving satisfaction.

Hired to lead onsite configurations, training, and go-live phases of implementations. Facilitated detailed end-user training sessions. Provided pre- and post-implementation technical support. Represented company and liaised with hotel ownership, management, and front-line staff. Ensured adherence to customer journey.✔ Successfully implemented full suite of software applications for 50+ clients (in-person and remotely). Ensured software configuration delivery within strict time and budget requirements, including projects of up to 6 weeks.✔ Rapidly designated as Team Lead to oversee implementations for largest, most important new customer accounts.✔ Consistently received excellent survey scores and customer feedback from projects.

✔ Oversaw all front desk and concierge activities for the hotel in order to ensure an exception level of customer service exceeding brand standards. ✔ Provided revenue management techniques in order to produce a high Occupancy percentage and Average Daily Rate. ✔ Managed the implementation of Opera PMS at the hotel working closely with the onsite installation team to ensure a successfully transition.

✔ Actively sought new Room, Meeting and F&B business while maintaining existing accounts at the hotel.

✔ Oversaw all day to day operations at the hotel including Front Desk, Housekeeping, Sales and Accounting.