Back to jobs
New

Customer Solution Specialist

Lawrenceville, Georgia, United States

M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.

Description Summary:

The Customer Solution Specialist partners with customers to maximize the value of the platform by optimizing workflows, improving adoption, and addressing complex operational challenges. By developing a strong understanding of each customer’s business needs, this role provides guidance aligned with best practices and product capabilities.

This position combines technical expertise with strong communication skills to support customers in navigating new features and evolving requirements, while maintaining awareness of product issues and enhancement requests. It works closely with Product and Support teams to ensure feedback is clearly documented, prioritized, and addressed.

The role remains closely aligned with ongoing platform updates, ensuring that relevant changes are effectively communicated to both customers and internal teams to support consistent adoption and long-term success.

Essential Duties:

The following responsibilities represent the core functions of this role and may evolve based on business needs.

Customer Advisory & Enablement

  • Guide customers in optimizing workflows, improving product adoption, and applying best practices
  • Analyze customer processes, goals, and technical requirements to recommend effective, scalable solutions
  • Drive adoption of new features and ensure customers understand the impact of platform updates, particularly for high-value accounts

Training & Support

  • Develop and maintain clear, practical documentation and best practice resources
  • Resolve complex or non-standard customer issues in partnership with Support and Product teams
  • Provide guidance on product usage and workflow optimization to improve overall customer effectiveness

Cross-Functional Collaboration

  • Partner with Sales, Customer Success, Product, and Engineering to deliver a consistent and high-quality customer experience
  • Translate customer feedback into actionable insights for Product teams, including gaps and enhancement opportunities
  • Strengthen alignment across teams to improve customer handoffs and ongoing engagement

Customer Transition Support

  • Lead customers through product transitions or offboarding, ensuring clarity around processes, data access, and next steps
  • Improve and standardize internal processes for customer transitions to ensure consistency and efficiency

Education/Training/Experience:

  • 5+ years of experience in a directly related position.
  • Bachelor’s degree in Accounting, Business, Computer Science or Project Management highly preferred, or an equivalent combination of education and experience in software support for accounting software and/or the hospitality industry.
  • Must have strong written and verbal skills in English.
  • Demonstrate superior customer service skills for both internal and external customers.
  • Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, Excel, PowerPoint).
  • Specific certifications and training adding to the global experience of this profession may be required.
  • Must be able to build and maintain positive business relationships with co-workers and other business contacts.

 

Create a Job Alert

Interested in building your career at M3? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...

If you're only seeking a fully remote position, this opportunity may not be the right fit.

Select...
Select...

Please answer this question accurately. At this time, we are unable to provide current or future sponsorship for employment authorization. This includes H-1B, OPT, STEM OPT extensions, or other visa classifications requiring employer sponsorship.

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in M3’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.