Regional / Senior Executive

IDS NEXT Business Solutions Pvt Ltd; India; On-site; INR 600,000 - 900,000; Full time

Job summary

IDS NEXT Business Solutions Pvt Ltd, based in India, is looking for proactive Regional Executives/Senior Executives to oversee ERP software implementations and customer success activities in the hospitality sector. The role entails managing client engagements, providing technical support, and ensuring a smooth transition from project go-live. Ideal candidates should have 2–5 years of experience in ERP implementations, a solid understanding of hospitality workflows, and excellent communication skills while being willing to travel regionally.

Qualifications

• 2–5 years of experience in ERP software implementation or customer success.
• Strong functional understanding of hotel workflows like Reservations and POS.
• Willingness to travel regionally for client engagements and audits.

Responsibilities

• Manage end-to-end implementation of ERP solutions for various hospitality businesses.
• Conduct training and UAT sessions with client property teams.
• Provide L1/L2 technical support across ERP modules.

Skills

ERP software implementation

Customer success

Application support

Hospitality workflows

CRM tools (Salesforce, Zoho)

SQL troubleshooting

Education

Bachelor’s/Diploma in Hotel Management, Computer Science, or IT

Tools

Salesforce

JIRA

ServiceNow

Zoho Desk

Job description

(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.

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 touch‑base 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.
• Familiarity with CRM/ticketing tools (Salesforce, Zoho Desk, ServiceNow, JIRA).
• 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.