Regional Executive – CS

New Delhi
Bangalore

ABOUT US

Join IDS Next, one of the world’s leading hospitality technology companies, shaping the digital transformation of the industry. Be part of a team that’s redefining hospitality with AI-ready SaaS solutions designed to empower hotels, restaurants, wellness, and banquet operations across Africa, the Middle East, South Asia, Southeast Asia, and the Pacific Rim.

OVERVIEW

We are seeking proactive and customer-focused Regional Executives / Senior Executives to manage implementation, customer success, and technical support for our hospitality ERP software. This role blends on-site implementation, regional client engagement, functional support, and revenue assurance activities. The position requires hospitality domain knowledge, excellent communication skills, and the ability to deliver a smooth transition from project go-live to long-term customer success.

JOB RESPONSIBILITIES

Implementation & Onboarding

  • Participate in end-to-end implementation of ERP solutions (on-premise and SaaS) for hotels, resorts, restaurants, wellness centers, and spas.
  • Configure masters, parameters, print forms, and reports as per client requirements.
  • Conduct UAT sessions with property teams to validate workflows before go-live.
  • Deliver user training sessions (onsite/remote) for departmental staff (Front Office, Banquet, POS, Spa, etc.).
  • Assist in data migration activities (masters, opening balances, configuration checks).
  • Perform handoff audits post-implementation to ensure accuracy of reports and MIS outputs before transition to Customer Success team.
  • Support mini-reimplementations or retraining engagements when required (including chargeable projects).

Customer Relationship & Regional Engagement

  • Conduct PSC/PR visits as per SLA triggers (delayed ALR payments, frequent escalations, version upgrade needs).
  • Perform database health checks, product audits, and refresh trainings during visits.
  • Build long-term relationships through touchbase calls and proactive check-ins.
  • Act as a point of escalation within the region, ensuring clear communication of the escalation matrix.

Support & Technical Assistance

  • Provide L1/L2 support across ERP modules – Front Office, Reservations, Banquets, Housekeeping, POS, Billing, Wellness & Spa.
  • Log, track, and update cases in CRM tools (Salesforce, Zoho, JIRA, ServiceNow).
  • Troubleshoot issues using SQL queries and coordinate with Development, QA, and Infra teams for escalations. 
  • Deliver professional communication (calls/emails) ensuring accuracy, clarity, and proper expectation setting.
  • Revenue & Revival
  • Work with Regional/Zonal managers to support collections and ALR recovery by facilitating case closures, PSC visits, or trainings.
  • Identify inactive or lost customers, understand gaps, and propose reimplementation/retraining to revive accounts.

Requirement Analysis & Coordination

  • Capture new requirements or modification requests from clients.
  • Conduct feasibility analysis, prepare/assist in SRS documentation, and follow approval workflows.
  • Coordinate with internal teams and keep customers updated on DOD (date of delivery).
  • Where requirements are not feasible, close cases with transparent communication.

SKILLS REQUIREMENTS

  • 2–5 years of experience in ERP software implementation / Customer Success / Application Support (Hospitality sector preferred).

  • Strong functional understanding of hotel and hospitality workflows (Reservations, Check-in/Check-out, Banquet, POS, Billing, Wellness/Spa).

  • Experience in both on-premise and cloud (SaaS) ERP environments.

     

  • Hands-on experience with data setup, configuration, and training during implementations.

  • Strong SQL skills for troubleshooting/report validation.

  • Familiarity with CRM/ticketing tools (Salesforce, Zoho Desk, ServiceNow, JIRA).

  • Excellent business communication (email & call etiquette).

  • Willingness to travel regionally for implementations, audits, and customer visits.

  • Flexibility to work in shifts including weekends (for 24/7 support coverage).

PREFERRED QUALIFICATIONS

  • Bachelor’s / Diploma in Hotel Management, Computer Science, or IT.

  • Prior hotel industry experience (Front Office, IT, Banquet operations).

  • Knowledge of integrations – POS, Channel Managers, Accounting systems.

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