Technical Implementation & Support Manager

DerbySoft

8h•Hybrid

About The Position

The Technical Implementation and Support Manager acts as the primary point of contact between new customers and DerbySoft, ensuring a seamless onboarding experience. Reporting to the appropriate leadership team, this role is responsible for implementing customer solutions in accordance with contractual and product requirements, prioritizing speed and efficiency. This position actively manages implementation timelines and customer support, ensuring compliance with agreed-upon service level agreements (SLAs) to enhance customer satisfaction. The role partners closely with engineering, business development, and performance teams to deliver effective technical solutions for hotel chains and channels, while contributing to continuous improvement through data analysis and operational insights.

Requirements

Bachelor’s degree or above in Marketing, Business, Hospitality Management, Information Technology, or a related field.
5+ years of experience in hospitality electronic distribution, digital marketing, travel, and/or hospitality industries.
Strong ability to think critically and creatively to solve problems, with a demonstrated entrepreneurial mindset.
Proficiency in reading, understanding, and explaining software specifications to both technical and non-technical stakeholders.
Strong written and verbal communication skills in English, with the ability to collaborate effectively across global teams.
Experience conducting market analysis independently, staying informed on product updates, and identifying commercial opportunities.
Ability to adapt to varying work schedules to support international teams and clients.
Strong interpersonal skills with the ability to build relationships, influence stakeholders, and maintain customer satisfaction.

Nice To Haves

Experience working with hotel distribution systems, OTAs, or digital marketing platforms.
Familiarity with implementation lifecycle management and customer onboarding processes.
Experience working cross-functionally with engineering, sales/business development, and performance teams.
Ability to analyze operational and performance data to drive strategic improvements.
Demonstrated ability to optimize workflows and improve service delivery processes.

Responsibilities

Actively implement hotel chains, OTAs, and new channels on the company’s digital marketing platform, ensuring seamless integration and optimal performance.
Collaborate with software engineers to identify and resolve implementation challenges, ensuring a smooth onboarding process for clients and minimizing downtime.
Provide timely and effective technical support for customers, ensuring all issues are resolved in accordance with agreed-upon service level agreements (SLAs).
Facilitate communication among engineering, business development, performance, and customer teams to ensure alignment with implementation goals and SLA adherence.
Deliver effective technical solutions for chains and channels during implementation and support phases, ensuring all technical requirements are met and functionality is optimized.
Collect, analyze, and manage implementation and support data to contribute to regular reporting, providing insights that drive continuous improvement in service quality and operational effectiveness.
Streamline implementation and support processes to enhance efficiency, ensuring workflows are optimized for speed, scalability, and quality outcomes.
Participate in planning, coordination, and execution of implementation activities in alignment with business and operational priorities.
Share best practices and insights to enhance team capabilities and improve overall implementation and support performance.
Participate in training as assigned by the company.