Hospitality IT Account Manager

Hospitality IT Account Manager

Reports to: IT Support Manager

Location: Plano, TX or Remote

Company Description

Edge Communications delivers end-to-end technology solutions that transform complex business challenges into streamlined, innovative opportunities. Edge offers a comprehensive suite of IT services. Our approach integrates complex network design, cyber security, procurement, deployment, and management, enabling our clients to focus on their core business operations rather than their technology infrastructure.

At the heart of our mission is a commitment to empowering customers with the tools and services necessary to deliver exceptional experiences to their clients. By combining our expertise in network and data security, sophisticated network operations, and cloud-based communications, Edge provides intelligent, proactive technology strategies that are adaptable, reliable, and accountable. With a foundation built on passion, integrity, and unity, Edge Communications is a leading partner in business technology services.

Position Description

Serve as liaison between a Major Account customer and Edge’s Hospitality IT Support staff to ensure proper prioritization and resolution of the large number of daily, ongoing customer support issues.

Primary Responsibilities:

· Act as the single point of contact between our clients and Edge internal teams to ensure Edge is delivering services as committed.

· Escalate issues where appropriate and follow up with the client promptly to ascertain satisfaction.

· Facilitate the resolution of client needs/issues cross-departmentally as required.

· Set up, prepare for, and lead weekly calls with our current clients to continue to foster an excellent relationship between the client and Edge.

Other Responsibilities

· Solicit and share client feedback with internal departments to assist with Edge’s continuous improvement program and to improve the customer experience.

· Build strong relationships with internal teams to ensure fast resolution and collaborative processes.

· Generate and present weekly and monthly customer-facing reports demonstrating the value Edge brings to our client’s core business.

Required Skills & Experience

· 1-2 years of client service or account management experience

· 1-3 years of hotel experience

· Knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook)

· Excellent customer service and telephone skills

· Impeccable written and verbal communication skills

· Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or issues.

Benefits

Edge Communications recognizes and appreciates our team members' hard work and dedication. We offer a competitive compensation package, including a comprehensive suite of health benefits such as medical, dental, and vision coverage. We are committed to fostering your professional development and paving the way for your future advancement within the company. Our aim is to cultivate an optimal work environment where learning and growth are integral to our shared journey. We emphasize a team-oriented atmosphere that promotes collaboration and innovation, ensuring every employee has the opportunity to play a pivotal role in shaping our processes, strategic decisions, and organizational culture.