Deployment Manager & Customer Support Specialist - Hospitality Tech

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Deployment Manager & Customer Support Specialist - Hospitality Tech based in Canada.

This role combines deployment management, technical coordination, and customer support within an innovative hospitality technology environment.
You will lead the planning and execution of client solution rollouts, ensuring implementations are delivered smoothly and on schedule.
You’ll work directly with customers to build strong relationships, drive adoption, and resolve issues throughout the deployment lifecycle.
The position offers exposure to guest-facing technologies such as self-check-in solutions and hotel management platforms.
You’ll collaborate closely with Support, Engineering, Sales, and other internal teams to deliver reliable customer outcomes.
The role is ideal for an autonomous, hands-on professional who enjoys managing multiple priorities and solving technical and operational challenges.
Based remotely in Canada, with a Montreal focus, you’ll contribute to deployments and customer success across international markets.

• 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.