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Customer Success Manager(m/f/d)

City:  Shanghai
Job area:  Corporate Functions
Job field:  Sales
Seniority Level:  Executive
Date:  Jun 10, 2021

At HRS “We love to make it happen”: We are the global market leader when it comes to tech- and data driven business travel solutions. Our enterprise business offers end-to-end hotel management solutions to more than 7,000 corporate businesses globally to simplify their business travel. State of the art service solutions like strategic consulting & hotel procurement, travel payment and expense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain. Today we work globally with the Fortune 500, such as Google, China Mobile, Amazon, Siemens, Hitachi, Alibaba, Volkswagen, WorldBank.

We are looking for a Shanghai based Customer Success Manager (m/f/d) who is part of a back-office team that provides support (during and after rollout) to all customers (i.e., own local and global).


Your Challenges

  • Take end-to-end responsibility for all support activities, e.g., link creation and management, rate loading, reporting, customer complaints and inquiries

  • Discuss and implement additional improvement ideas based on customer data analysis (e.g., ranking order in booking tool)

  • Conduct the data analyses and constructive suggestion base on the regular review meeting

  • Ensure a favorable & long-term relationship to be established and maintained with the customers

  • Drive and coordinate the internal process and resource to ensure the result to be delivered in a timely manner   


Your Commitment

  • A degree in university or above

  • Good understanding of the HRS USP and products, B2B travel industry and comp set

  • Good analytical competency, i.e. find useful facts, able to analyze complex data and to draw relevant conclusions

  • Passion for find new/best-possible solutions, keep economic impact in mind and showing good argumentation in negotiations

  • Very strong motivation and ability to cope with pressure

  • Good empathy, i.e. actively listening and questioning, recognize needs of conversation partners and adapting own communication

  • Excellent relationship management, i.e. initiating positive contact, acting convincingly (e.g., in negotiations), good communication skills, and behaving professionally

  • Fluency in English and Mandarin, spoken and written


Your rewards

At HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entrepreneur, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.

You will work in a modern working environment with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development.

The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.

Find out more about the HRS Group brands and its segments:
HRS Smarttrip              DS Destination Solution                   HRS Group                      HRS Global Hotel Solution

Job Segment: Travel Industry, Relationship Manager, Customer Service, Travel