Regional / Senior Executive

(Implementation, Customer Success & Support)

North & South India

ABOUT US

IDS Next is Asia’s largest provider of hospitality software. With unmatched industry expertise, IDS Next designs, develops, markets and maintains a comprehensive range of information management systems for various hospitality businesses, including hotels, restaurants, and leisure operations. We help hospitality professionals focus on providing efficient service by developing strategically sound, user-friendly software that enables higher productivity and greater profitability.

ROLE 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.

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.

REQUIRED SKILLS & EXPERIENCE

  • 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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