Customer Success Executive
IDS Next · Bengaluru · onsite · Posted 28d ago
Undisclosed1–3 yrsfulltimeSourced from
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About this role
Role: Customer Success Executive
Location: Bangalore, India
Role Overview
We are seeking proactive and customer-focused L1/L2 Support Executives to deliver exceptional technical and functional support for our hospitality software solutions. This role goes beyond troubleshooting - it requires excellent business communication skills, strong customer empathy, and a customer success mindset to ensure every interaction adds value and builds trust.
Responsibilities
- Provide first-level (L1) and second-level (L2) support for hospitality applications, ensuring timely response and resolution.
- Handle issues related to hospitality modules including Front Office, Reservations, Banquets, Housekeeping, POS, and Billing.
- Log, track, and update all cases in the ticketing system maintain detailed documentation for knowledge sharing.
- Ensure professional email and call responses with accurate, clear, and timely communication, always setting the right expectations with customers.
- Take ownership of escalations, demonstrating urgency, empathy, and accountability in resolving critical issues.
- Collaborate with internal teams (Development, QA, Cloud/Infra) for timely escalations and permanent solutions.
- Participate in customer training sessions, UAT support, and onboarding when required.
- Focus on CSAT (Customer Satisfaction) scores by prioritizing proactive updates, quality communication, and minimizing repeat issues
Skills
- hospitality PMS experience
- front office
- Reservations, Check-in/Check-out, Banquet/Event bookings, Room Management, and Billing
- on-premise PMS solutions and SaaS/Cloud-based hospitality platforms
- SQL queries
- Salesforce, JIRA, Zoho Desk, or ServiceNow
- Willingness to work in shifts, including weekends, to support 24/7 operations
Preferred Qualifications
- Bachelor s or Diploma in Hotel Management, Computer Science, or related field.
- Prior hotel industry experience in IT, Front Office, or Banquet operations.
- Experience with integrations (POS, Channel Managers, Accounting systems).
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
diploma in hotel managementCSATcustomer satisfactionaccounting systemscustomer successbanquetbanquet operationsApplication SupportcloudCommunication SkillsDigital TransformationEmail EtiquetteAccountingArtificial Intelligence
About IDS Next
IDS Next
Bengaluru
IN
₹6.5L PA avg
Avg at IDS Next
About
IDS Next became India’s largest hotel software company in its first decade of operations and Asia’s largest in 2009. Today, IDS Next is the leading provider of smart hotel software across Southeast Asia, the Middle East, Africa, and Oceania, serving customers in 50 countries.
Industries
Enterprise Resource Planning (ERP)HospitalityInformation TechnologySoftware
Employee ratings
10 reviews
3.1/ 5
Culture
3.2
Career growth
2.8
Work-life
3.4
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