What we’re all about:

SHR is part of Access Group's Hospitality division, delivering innovative B2B SaaS solutions that empower the hospitality industry. Our comprehensive suite of products—including distribution, digital marketing, Customer Relationship Management (CRM), and revenue management (RMS) solutions—helps small-to-medium hotel groups, casinos, and large independent hotels operate more efficiently, engage customers, and grow revenue.

At Access Group, we’re committed to being a global leader in hospitality technology. You’ll be part of a team that drives measurable business outcomes, delivers exceptional customer experiences, and shapes lasting partnerships—making a real impact on our clients and the industry.

About you:

You’re a proactive, detail-oriented problem solver who thrives in customer-facing technical roles and enjoys making complex systems intuitive. You combine a passion for technology with a strong understanding of hospitality operations, helping hotel teams succeed with confidence.

In this role, you’ll implement and support SHR’s Hotel Revenue Management System (RMS) for independent hotels and major chains across the Americas. You’ll manage seamless onboarding, system integrations, and ongoing client success. Your work includes troubleshooting technical challenges, delivering expert guidance, and collaborating cross-functionally with internal teams to optimize workflows, drive adoption of new features, and enhance overall customer satisfaction.

This is an exciting opportunity to grow your technical expertise, deepen client relationships, and contribute to the success of hospitality businesses leveraging cutting-edge SaaS solutions, AI-powered tools, and digital services tailored to the hotel industry.

Day to day you will:

Implementation & Onboarding

• Assist new hotel customers — from independent boutique properties to large chains — in the initial implementation of our Revenue Management System (RMS).
• Provide step-by-step onboarding guidance, ensuring successful integration with Property Management Systems (PMS) and other hospitality software.
• Configure and customize system settings to meet client-specific revenue strategy and operational needs.

Customer Support & Training

• Act as the primary point of contact for hotel Front Office Managers, Revenue Managers, and Reservation Managers during and after onboarding.
• Troubleshoot and resolve technical or operational issues quickly, minimizing disruption to daily hotel operations.
• Deliver engaging product training sessions to help customers maximize RMS features, drive adoption, and optimize revenue performance.

Integration Management

• Collaborate with internal product, engineering, and support teams, as well as third-party vendors, to manage seamless integrations between our RMS, PMS, and other hospitality systems.
• Monitor integration workflows to ensure data accuracy, timely updates, and smooth two-way communication.

Continuous Customer Success

• Provide ongoing post-implementation support to maintain high levels of customer satisfaction.
• Monitor RMS performance and proactively address potential issues before they impact hotel revenue.
• Build trusted client partnerships by aligning revenue management strategies with the system’s capabilities, including adoption of new features and product updates.

Internal Coordination & Process Improvement

• Partner with global development and technical support teams to resolve escalations, ensuring high-priority items receive immediate attention.
• Document and share solutions, updates, and best practices with customers and internal teams.
• Use tools such as Jira, Salesforce, or similar platforms to log, track, and report on customer cases and feature requests.

Your skills and experience will include:

Required:

• Bachelor’s degree or equivalent experience in a relevant field (e.g., Hospitality, Technology, or Customer Support).
• Strong organizational and problem-solving skills, with the ability to manage multiple tasks, priorities, and deadlines.
• Experience using customer support or ticketing tools such as Jira, Salesforce, or similar systems.
• Foundational understanding of hotel operations, including Front Office, Revenue Management, or Reservations.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with global teams across multiple time zones.
• Customer-focused mindset with strong interpersonal and relationship-building skills.

Preferred:

• Experience onboarding or supporting SaaS products in the hospitality industry.
• Familiarity with hotel systems such as PMS, RMS, or CRS.
• Knowledge of Revenue Management concepts, including dynamic pricing, forecasting, and optimization.
• Prior experience supporting independent hotels or large hotel chains.

Applicants must be authorized to work in the U.S. without sponsorship from the employer for this opportunity.

What does Access offer you?

We are a growing software company, and we deliver what we say we do! We take the development of our people seriously and we will work with you to carve out your success plan and provide opportunities to accelerate your career and make a real difference.

If you join our team, you’ll soon discover that we excel at building strong, enduring relationships, including those with our employees. On top of a competitive salary, you’ll receive the following benefits and much, much more:

• 22 days paid time off
• 11 company paid holidays
• Medical, dental & vision insurance
• 401(k) with 5% company match
• Short-term and long-term disability insurance
• Parental leave for birthing and non-birthing parents
• Flexible work environment

Compensation: The anticipated base salary for this position is expected to be $55,000 - $70,000 annually. Final compensation will be determined based on a variety of factors, including location, qualifications, experience, and skill set. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy.

The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable federal, state, or local law.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let’s make a difference together.