Glenwood, MD, July 2, 2026 — HIA, the hospitality industry’s only purpose-built Enterprise Resource Planning (ERP) and accounting platform, today announced the formal creation of its Customer Success department alongside the promotion of two senior team members who will lead it.

The new department formalizes a function that has always been central to HIA’s operations — and reflects the company’s accelerating growth. With many large management companies on the platform and recent product launches including four native AI capabilities, HIA is scaling its client-facing infrastructure to match its momentum.

“As HIA continues to grow, ensuring our customers have an exceptional experience — from onboarding through ongoing support — becomes even more critical,” said Charlie Fritsch, CEO and Co-founder, HIA. “Ignacio and Rob bring exactly the right combination of hospitality expertise and client-focused leadership to build something great here. This department is a direct investment in our customers’ success.”

Ignacio Mello — VP of People & Customer Experience
Previously: Director of Training & Product Specialist

Ignacio brings more than 30 years of hospitality experience in accounting, finance, and human resources at both property and corporate levels. His background spans hotel Controller, corporate HR leadership, and training programs delivered to groups ranging from line staff to senior executives — including sessions in Spanish. His experience with companies operating anywhere from 6 to 100-plus hotels gives him firsthand insight into the demands HIA’s clients face every day.

Robert Williams — Director of Customer Success
Previously: Manager, Support Team

Rob brings 18+ years of on-property experience as a hotel general manager, combined with deep hospitality accounting software expertise. He most recently served as VP of Customer Satisfaction at an accounting software firm, where he developed training programs and protocols that improved staff performance and accelerated support resolution. At HIA, Rob specializes in client-facing training, webinars, and translating customer feedback into product improvements.

Together, Ignacio and Rob bring a rare combination of on-property operations, corporate management, and hospitality technology expertise – giving HIA’s clients a true partner in driving profitability, maximizing staff efficiency, and making the most of every asset in their portfolio

About HIA

HIA is the award-winning ERP that offers total financial and operational clarity for diverse hospitality portfolios on one platform. The advanced, all-in-one back-office software offers enterprise-level accounting and business intelligence tools to transform financial, operational, and labor data for actionable intelligence, data-driven decisions, and more profitable hotel management. HIA is a product of Hotel Investor Apps, Inc.