Vaibhav Raja

Experience

• 

  HotelKey

  Jan 2017 - Mar 2023

  . Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention. Drive resolution of issues escalated by customers and ensure high levels of customer satisfaction. Establish a trusted and strategic advisor relationship to help drive continued value through our platform and services.. Maintain and develop customer success strategies and best practices, as well as customer support content. Communicate effectively with both internal and external leaders to understand customer needs, maximise retention and growth.. Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them Show less •Single handedly doing end to end Software Implementation of Cloud Based PMS for more than 175 properties across USA where in configured properties using ETL tools and Admin Portal.• Conversion of Legacy system to cloud based PMS included Data extraction from old legacy system, Processing data into HK-PMS system data format and Loading data on AWS cloud using ETL tool on admin.• Requirement gathering and analysis from Independent boutique clients throughout USA for PMS product, Online Reservation System (CRS) & Website which included day to day interaction with clients over online calls and emails.• Functional Testing of the product which included testing out different upgrades rolled out in the latest release of product and helping team understand the latest upgrades being rolled out.• Implement HK-CRS for clients which included integration of HK-PMS system to STAAH a leading New-Zealand based Channel Partner for CRS.• Processing requests from Extended Stay America, G6, Vagabond and Independent boutique clients and partners throughout USA.• Focused on problem solving and client satisfaction through online calls, emails and chats while meeting productivity goals on a daily, weekly and monthly basis. Show less

  • Customer Success Specialist

    Jan 2017 - Mar 2023

  • Implementation Engineer

    Jan 2017 - Mar 2018
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  Orion Network Solutions LLC

  Apr 2023 - now

  Manager, Customer Success

  •Own the customer success strategy and help execute it for client.•Organise client touchpoints, plus the the agenda and conduct regular check-ins with internal management and clients.•Manage the end to end new client onboarding experience with focus on client satisfaction and establishing foundations critical for long-lasting trust with new clients.