Deployment Manager & Customer Support Specialist - Hospitality Tech

Accountabilities:

• • Develop and manage deployment plans, milestones, timelines, configurations, and deliverables according to project scope.
  • Coordinate pre-implementation analysis and solution configuration with clients and internal stakeholders.
  • Lead deployment activities, including solution validation, client training, testing, and soft-launch support.
  • Maintain comprehensive documentation throughout each stage of the deployment and keep project records accurate and up to date.
  • Build trusted, long-term relationships with customer stakeholders and act as a key point of contact throughout implementation and support.
  • Respond to customer support requests, investigate issues, coordinate resolutions, and ensure problems are followed through to completion.
  • Partner with customers to encourage successful solution adoption, effective usage, and ongoing optimization.
  • Gather customer feedback during and after deployments and translate insights into actionable improvements.
  • Serve as a bridge between customers and internal Support, Engineering, Sales, and other technical resources.
  • Identify opportunities to improve product utilization and strengthen customer engagement.
  • Participate in post-mortem reviews, knowledge-sharing activities, and continuous improvement of deployment processes, tools, and documentation.

  Requirements:

  • 3–5 years of professional experience in IT, information systems, technology, or a related field.
  • Approximately 3 years of experience in account management, relationship management, customer success, or a comparable client-facing role.
  • College diploma in Computer Science, Information Technology, or a related discipline preferred; high school diploma required.
  • Intermediate knowledge of Windows environments, PC hardware/components, and computer networking.
  • Basic knowledge of Oracle Opera PMS or other hotel/property management systems is an advantage.
  • Familiarity with access control systems such as Dormakaba or Assa Abloy is an advantage.
  • Strong analytical and problem-solving abilities, with the capacity to troubleshoot technical and customer-facing issues effectively.
  • Demonstrated ability to work independently, manage multiple projects simultaneously, and prioritize competing deadlines.
  • Excellent written and verbal communication skills and a strong customer-service mindset.
  • Ability to collaborate effectively with cross-functional teams while maintaining ownership of assigned projects.
  • Fluency in both English and French, spoken and written, is required; additional European languages are considered an asset.
  • Comfortable working in a hands-on, fast-moving environment and adapting to changing customer and technology requirements.

  Benefits:

  • 💻 Remote work from Canada, with the role based around a Montreal team environment.
  • 🌎 International exposure, working with customers and stakeholders across European and other global markets.
  • 🏨 Opportunity to work with innovative hospitality technology and guest-facing solutions.
  • 🤝 Direct interaction with customers and cross-functional technology, support, engineering, and sales teams.
  • 🚀 Opportunity to contribute directly to successful deployments, customer adoption, and continuous product improvement.
  • 📈 Exposure to a growing technology environment with opportunities for professional development and long-term career growth.
  • 🕐 37.5-hour work week.
  • 🌐 Opportunity to develop expertise in hotel technology, property management systems, deployment processes, and customer success.