As Senior Application Support Engineer at IRIS you will be responsible for delivering technical support to our customers for the IRIS platform and suite of guest-facing solutions. You will also serve as an intermediary between our Customer Success team and external technical teams to understand their network, firewall configurations, and APIs to ensure that all supported integrations function as required.

The successful candidate will work as part of the wider technical team and will be provided with a structured training program and continuous development.

PRIMARY DUTIES AND RESPONSIBILITIES

• Triage incoming support requests from customers and internal IRIS.

• Use existing documentation & knowledge of IRIS systems to solve customer issues.

• Liaise with your IRIS colleagues to find and implement resolutions to support requests in a timely and efficient manner.

• Take responsibility for the prompt resolution to customer problems by acting as the primary owner of the incident until its completion.

• Research problems in order to find solutions both in the Apple and Microsoft ecosystems.

• Work with the Hotel IT and Operations teams to capture, diagnose and provide resolution to problems with 3rd party integrations throughout the deployment cycle.

• Provide feedback to the development team regarding bug fixes, enhancement requests and other issues related to 3rd party integrations.

• Provide support for integration setup and interfaces involving third party vendors and IRIS clients; helping clients and vendors to successfully complete installations.

• Create and implement test plans and work with all parties to ensure that functionality meets the needs of the customer.

• Work with internal product teams to understand product capabilities, technical features and functions.

• Work closely with Customer Success team to ensure end product aligns with requirements Willingness to partake in out of hours support.

• Create and maintain documentation relating to support and delivery

REQUIRED SKILLS AND QUALIFICATIONS

• 2+ years providing Tier1 or 2 support ideally in a SaaS environment

• Expert technical troubleshooting and problem-solving skills

• Good understanding of data structures and database concepts

• Excellent verbal and written communication and organizational skills and possess the ability to interface with customers and third-party vendors

• Ability to work unsupervised

• Ability to write clear and concise documentation

• Knowledge of Firewalls, Virtual Private Networks, Access Control List Administration

• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide, and influence appropriate courses of action

• Ability to quickly learn and absorb new systems and products

• Ability to work in a fast-paced, high-intensity environment and to maintain calm and professional in in high-pressure situations

DESIRED SKILLS

• Hospitality Industry Experience

• Previous experience in similar roles

• Hospitality Industry Experience is a bonus

To ensure we continue to meet and exceed our business goals and customer needs, we are growing our sales function with, amongst other roles, the addition of a Senior Account Manager.

The candidate will manage and grow one of our largest accounts, a world-renowned and leading brand in the global hospitality market.

As a Senior Account Manager, you will establish and develop senior-level strategic relationships and gain a deep understanding of our customer’s business and thereby extending an already excellent reputation, generating new revenues, maximising profit and increasing market share..

AREAS OF RESPONSIBILITY

• Achieving personal sales targets via new customer acquisitions and account development within one or more of IRIS’s global customer accounts.

• Promoting and demonstrating IRIS’s product portfolio to satisfy the corporate customer’s short, medium and long-term goals/needs.

• Utilising company resources throughout the sales cycle and working closely with Lead Generation, Marketing, and Support

• Developing, creating and managing sales promotions and events into the named customer accounts

• Maintaining an ongoing understanding of all product options, prices and incentives.

• Mastering the art of remote company/product promotion and demonstrations.

• Keeping customers abreast with the latest product developments to maximise upsell opportunities.

• Ensure all customer interactions are recorded on the company CRM.

This is not an exhaustive list of duties and is subject to review on a regular basis.

REQUIRED SKILLS & EXPERIENCE

• Demonstrated ability to convert prospects and close deals by phone and in person while maintaining established sales quotas: a proven track record of success in B2B sales

• 5+ years’ experience in a SaaS sales capacity, ideally in the tech sector targeting the hospitality sector

• Technology savvy and proficient in the use of a range of communication, presentation and other business tools

• Proven ability to communicate (oral and written) effectively

• Proven ability to manage the administration detail - CRM ( the ‘grunt’) required to over-perform on sales targets.

DESIRED SKILLS AND EXPERIENCE

• Previous experience within the Hospitality space, specifically focusing on Account management and selling.

• In-depth understanding and technical appreciation of Software/Hardware/ Infrastructure solutions. An understanding of Cloud infrastructure is essential.

• Customer-focused with excellent professional standards

• Adaptable, confident and enthusiastic, with a positive ‘can do’ attitude and willingness to work as part of a team.

• The need and personality to succeed.

• Resilient, thorough and accurate when completing a task with strong attention to detail and strong organisational skills.

• Honest with high levels of integrity and the ability to develop and maintain personal relationships at the Executive level.

• Flexible, self-motivated and able to work under one’s own initiative, while working well under the pressure of sales targets and tight deadlines.

We are looking for someone to join the IRIS sales team, working flexible hours that work for the team and our global customer base. Working as a Business Development  Executive, the candidate will work closely with our sales and marketing, operations, finance and support services teams, and will report directly to the VP of Sales in Canada.

The candidate will be responsible for managing contacts and sales in over 250 existing global hotel group accounts, liaising with our international reseller community and converting a steady flow of inbound leads into customers.

Our internal systems have been upgraded over the last year. This role will be integral to maintaining the sales team’s data integrity on our CRM systems.  

PRIMARY DUTIES AND RESPONSIBILITIES

• Responsible for over 250 existing global hotel group accounts - growing sales, renewing contracts, maintaining/developing relationships with key contacts.

• Managing and converting a steady flow of inbound leads into customers.

• Supporting and growing (and being the first point of our contact for) our international reseller community.

• Maintaining and managing data on our CRM systems.

REQUIRED SKILLS AND QUALIFICATIONS

• Education to an A-level standard or equivalent is preferable.

• Proven ability to convert prospects and close deals by phone and in person while maintaining established sales quotas

• Basic understanding of web-based technologies and applications 

• Outstanding attention to detail 

• Highly self-motivated, and confident working in an autonomous environment 

• Enjoy collaborating as part of a high-performing and geographically dispersed team

DESIRED SKILLS AND EXPERIENCE

• 3 years + of experience working in a customer-facing role.  It would be an advantage if this experience included hospitality and/or a technology company

• CRM experience and use of POS and PMS hotel systems would be beneficial

• Strong verbal and written communication skills

• Enthusiastic and natural problem solver

• Demonstrable success in a sales or support environment

We are looking for someone to join the IRIS sales team, working flexible hours that work for the team and our global customer base. Working as Customer Account Executive, the candidate will work closely with our sales and marketing, operations, finance and support services teams, and will report directly to the VP of Sales & Marketing in Canada.

The candidate will be responsible for account managing contacts and sales across hundreds of existing hotel group accounts, liaising with partners and converting a steady flow of inbound leads into customers.

Our internal systems have been upgraded over the last year. This role will be integral to maintaining the sales team’s data integrity on our CRM systems.  

ROLE OVERVIEW

·       Maintaining the efficient running of the IRIS sales operation.

·       Maintaining customer satisfaction through regular account management activities.

·       Solving issues and answering questions amongst our customer base and cross-selling new IRIS products where required.

·       Developing and closing a pipeline of inbound and outbound leads.

To best succeed in this role the candidate will be curious, a quick learner on IRIS’ hospitality software and keen to learn from the two senior and proven Account Managers they will report to.

Once a master of the software, its’ competitive advantages and the company’s processes and systems, the opportunity exists to move to a more senior role where success-based payments are not capped and highly achievable.

THE IDEAL CANDIDATE  

• The ideal candidate will be self-motivated, energetic, not scared to make mistakes (we all make those), open and honest, well organised, and capable of working under their own initiative.

• You will enjoy working in a small team and you may be looking to develop your career in sales and account management within a business development environment.

• Knowledge of the  hospitality/ hospitality IT sector is an advantage.

REQUIREMENTS

• Excellent written and verbal communication skills, including experience communicating at a range of different levels, up to Director level.

• Ability to present remotely.

• Experience of providing excellent client care in a proactive, fast paced, environment.

• Strong team working ability.

• Fluent in common business tools Microsoft Word, Excel and Outlook and the ability and desire/curiosity to learn new software systems.

MAIN RESPONSIBILITIES

• Provide professional and effective responses to inbound leads.

• Provide accurate, regular sales forecasts to sales leadership through the management of the company’s sales CRM system MONDAY.

• CRM and business tool housekeeping including pipeline hygiene.

• Provide effective relationship management to existing customers, including responding to incoming queries and escalations, monitoring renewal statuses, and lowering attrition levels.

• Handle enquiries from clients and colleagues and act as a point of contact for the Sales and Account Management Team.

• Assist with ongoing client communications and marketing.

• Assist accounts team with support where required.

• Build and maintain an active pipeline of prospects, managing the sales cycle to maximise closure.

• Lead and deliver professional online platform demonstrations to prospects.

• Engage in outbound prospecting and lead generation in conjunction with sales and marketing leadership.

• Upsell to existing customer base.

• Work with leadership team to develop and execute sales and account strategies.

• Conduct account reviews with existing clients (post implementation and ongoing) to assist with identifying and managing expectations and enhancing service provision standards.

• Maintain a good working knowledge of all IRIS product offerings and provide online demonstrations of products and features.

BENEFITS

• A competitive base salary and a 20% bonus commission conditional on the sales team successfully achieving its goals (1st 6 months will be guaranteed).

• 25 Days Holiday + Birthday Holiday + Bank Holidays+ long service days.

• Annual appraisals & personal development planning and training.

• Contributory Pension.

• Fully serviced central London office with 24/7 access.

• Company Socials & Events including summer and Christmas events.

• Flexible working - remote and hybrid.

We’re looking for a Customer Success Executive to join our existing team, which provides outstanding service to our hotel customers across the world when assisting the hotels to successfully onboard onto our platform. The role will suit someone with excellent communication and organisational skills who is keen to learn and develop their experience working at a technology company.

The successful candidate will work as part of the wider technical team and will be provided with a structured training program and continuous development.

PRIMARY DUTIES AND RESPONSIBILITIES

• Manage our customers through the IRIS onboarding process including integration set up, platform configuration and respond to customer queries

• Grow the customers’ depth of understanding by actively promoting new and existing features

• Creating and maintaining deployment documentation

• Work with the Support team to troubleshoot and solve post-live issues

• Execute customer success and engagement plans

• Clearly communicating and setting expectations with customers and colleagues

• Provide feedback to the Product and Development teams on emerging issues and potential future enhancements to the IRIS platform and guest-facing apps

REQUIRED SKILLS AND QUALIFICATIONS

• Minimum A Level or equivalent qualifications

• Excellent organisational skills to handle multiple tasks at the same time

• Basic understanding of web-based technologies and applications

• Outstanding attention to detail

• Highly self-motivated, and confident working in an autonomous environment

• Excellent verbal and written communication skills with the ability to talk confidently with customers and colleagues alike

• Ability to work in a fast-paced, high-intensity environment whilst remaining calm and professional in high-pressure situations

• Enjoy collaborating as part of a high-performing team to get the job done

DESIRED SKILLS

• At least one year of experience working for a company providing technical solutions

• Hospitality Industry Experience is preferred

• Previous experience in a similar role

We’re looking for a regional Customer Success Executive to join our existing implementation team, to help onboard our EMEA and APAC hotel customers to our online ordering and guest experience platform. The role will suit someone with excellent communication and organisational skills who is keen to learn and develop their experience working at a technology company.

The role will suit someone with excellent communication and organisational skills who is keen to learn and develop their experience working at a leading hospitality technology company. The hours are 4 am-1 pm GMT to suit the needs of our customers in these regions.

You will be working with some of the leading luxury hotel groups including Marriott, Four Seasons, Mandarin Oriental, and Ennismore.

The successful candidate will work as part of the wider technical team and will be provided with a structured training program and continuous development. Please note that the successful candidate will be required to work 8 am-5 pm GMT for the duration of their training period.

PRIMARY DUTIES AND RESPONSIBILITIES

• Manage our customers through the IRIS onboarding process including integration set up, platform configuration and respond to customer queries

• Grow the customers’ depth of understanding by actively promoting new and existing features

• Creating and maintaining deployment documentation

• Work with the Support team to troubleshoot and solve post-live issues

• Execute customer success and engagement plans

• Clearly communicating and setting expectations with customers and colleagues

• Provide feedback to the Product and Development teams on emerging issues and potential future enhancements to the IRIS platform and guest-facing apps

REQUIRED SKILLS AND QUALIFICATIONS

• Minimum A Level or equivalent qualifications

• Excellent organisational skills to handle multiple tasks at the same time

• Basic understanding of web-based technologies and applications

• Outstanding attention to detail

• Highly self-motivated, and confident working in an autonomous environment

• Excellent verbal and written communication skills with the ability to talk confidently with customers and colleagues alike

• Ability to work in a fast-paced, high-intensity environment whilst remaining calm and professional in high-pressure situations

  · Being flexible and collaborating as part of a high-performing team to get the job don

DESIRED SKILLS

• At least one year of experience working for a company providing technical solutions

• Hospitality Industry Experience is preferred

• Previous experience in a similar role

To cater for our extensive growth, we are recruiting for the position of Senior Software Engineer within our in-house development team, working on our Microsoft Azure-based Guest Experience Platform (GXP). This is an exciting and challenging role, offering a genuine opportunity to play a key role in the development of a cutting-edge cloud platform in the rapidly evolving hospitality technology industry.

The successful candidate will apply their experience to build new and innovative experiences for the world’s leading hospitality brands. Working within the development team you will be enhancing existing products and extending our overall product suite, enabling us to continue to deliver innovative market-leading experiences. The role will include the full development lifecycle of analysis, design, development and automated build, testing and deployment.

AREAS OF RESPONSIBILITY

• Taking full ownership of our existing ASP.NET applications and cloud services from a technical/code perspective and ensuring they are fully functional and fit for purpose

• Work within the development team to propose, evaluate and execute the development of new integration frameworks (SOAP/REST/Web Sockets) and a wide variety of product features from our extensive, well-funded product roadmap

• Co-ordinate rapid, smooth and successful feature and full product releases in close collaboration with developers and stakeholders

SPECIFIC DUTIES INCLUDE

• Working in collaboration with our Product team to provide estimates, refine the backlog and help prioritise development work

• Managing your workload collaboratively using Azure DevOps

• Working with other developers to automate build and deployment activities

• Ensuring our platform is fully tested in an automated fashion at the unit and integration level

• Embracing our modern development culture and the Scrum development process, Sprint Retrospectives and Sprint Planning

• Providing end-of-sprint demos of development work and improving visibility and understanding of cloud-based software development throughout the organization

• Embracing and contributing to our lightweight as-built design documentation, following Agile principles of documenting as required each sprint

DESIRED SKILLS AND EXPERIENCE

• Extensive commercial .NET development experience (Ideally 3+ years but flexible)

• Strong understanding of object-oriented engineering principles and design patterns such as dependency injection 

• Exposure to cloud environments (AWS, Azure) and distributed cloud-first service development patterns – message bus/queues/background workers etc. 

• Confident with T-SQL queries and database design/performance optimisation

• Strong demonstrable knowledge of core web development/design technologies (HTML, CSS/LESS and JavaScript) 

• Experience in writing and consuming RESTful web services

• Well versed in distributed version control (Git)

• Power-user of Visual Studio with a hunger to explore and adopt new features 

• Experience in Golang and ReactJS is desirable but not required

• Experience coaching/advising other engineers In technical areas and reviewing code changes

• Excellent organisational skills, attention to detail, proven problem-solving skills, ownership of work

• Excellent written and verbal communication skills

• Ability to articulate complex technical scenarios to stakeholders with varying levels of technical knowledge

• Ability to get things done in a fast-paced working environment

As a DevOps Engineer at Iris, you will be an important and integral part of the IT team. Our systems are running in both Azure Global as well as Azure China so you will be exposed to the differences these systems offer and the complications of working from within the Chinese firewall.

You will report to and work directly with the CTO to manage, plan and build the infrastructure that enables IRIS to give the high level of service its customers expect.

AREAS OF RESPONSIBILITY

• Maintain and monitor our Azure infrastructure and deployment pipelines

• Plan and deploy infrastructure and deployment pipelines for new projects

• Proactively working on keeping our platform secure and meeting the security requirements of our large customers

• Manage user and service access in Azure, Office 365 and other services we use

• Be part of a 3rd line out-of-hours support rota to resolve infrastructure issues

• Document infrastructure and systems for maintenance and support

REQUIRED SKILLS & EXPERIENCE

• Significant, recent and relevant experience in Azure cloud technology engineering and administration

• Advanced network experience in Azure with VPN tunnel configurations, preferably experience with Juniper

• Experience of working in a DevOps and/or SecOps Engineer role, including the deployment of pipelines/solutions. (GIT and Azure DevOps or similar)

• Azure bespoke solution deployment at scale

• Experience in architecting secure, resilient, and redundant infrastructure

DESIRED SKILLS AND EXPERIENCE

• Experience in Configuring Infrastructure as Code

• Container management and orchestration (Docker and Kubernetes)

• Knowledge of common development languages such as .NET, C#, PowerShell and JavaScript

• Knowledge of web service components such as REST, SOAP, JSON, and XML

• Experience with Office 365 management

• Knowledge of POS system administration (Simphony POS mainly)