Client Success Manager

Unifocus is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment.

We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

Visit https://www.unifocus.com for more details.

About the job

We are seeking an experienced and motivated Client success professional to join our growing Client Experience team as a technical Client Success Manager (CSM) covering clients in the US. The individual in this role will be responsible for enabling Clients in the region, ensuring they derive value and fully adopt the Unifocus platform. The CSM will also be responsible for identifying and executing on upsell opportunities within their client base, working both with the sales team and independently.

Our CSMs are expected to cultivate strong and productive relationships with our Clients and guide the Client’s journey with Unifocus from initial on-boarding through to ongoing operations, by using proactive engagement strategies and Client advocacy. The Unifocus CSM for the Middle East and Asia is responsible for the following major objectives.

What will you do?

• Client Onboarding

Our Client success team provides the primary point of contact for new Client onboarding as they transition from implementation to ongoing support and enablement. CSMs are expected to contribute to a process of continual improvement to ensure our Clients can become effective and successful with Unifocus in the shortest possible timeframe. Every Client is different, and our Client success professionals must be able to adapt to the needs of the Client during onboarding, while keeping the Client aligned with the onboarding process.

• Client Satisfaction and Health

Our Client success team monitors the health of Client relationships. They predict and navigate Client challenges and offer solutions that drive the highest levels of Client satisfaction, retention, and additional enrichment opportunities. A CSM can be expected to provide direct support to a Client experiencing issues and works with the Unifocus Client Services (Support) and Implementation teams to help expedite the resolution of issues.

• Client Effectiveness (Consultation)

As a CSM, you will build relationships with our Clients and become a trusted advisor and the “go-to” person for best practices and advice. You will be an integral part of their success and bring value to every interaction. A Unifocus CSM is expected to help Unifocus Clients maximize the benefits of our solution, and from time-to-time may deliver training to achieve those goals.

• Client Retention

As a CSM, you will drive accelerated adoption and usage of the Unifocus platform, leading to higher renewal rates and expansion. Your role will also include providing guidance to the Unifocus Product team on prioritizing specific initiatives and features being developed that would help drive sales revenue and Client satisfaction. A CSM will be responsible for Client retention within their assigned areas of responsibility.

• Client Upsells

As a technical CSM, you will develop and be required to possess an in-depth knowledge of our company’s workforce and service management solutions to existing clients. You should be able to relate this knowledge in way understandable to technical and non-technical Clients. You should be driven to achieve your sales goals and have excellent sales and Client service skills.

We are looking for:

• Degree qualification or equivalent work experience.

• Experience in the Hospitality Industry

• Fluent in English and preferably with a further second language.

• Excellent people skills, with a demonstrated ability to build relationships, find Client pain points, perform networking, and understand Client use cases.

• Prior experience as a Client Success Manager or Client Experience Manager supporting one or more SaaS solutions.

• Experience working in varied sized accounts with responsibility for upselling, renewals, and uplift negotiation.

• Familiarity with tools such as Salesforce and Jira

• Prior experience in team-building and leading small teams to achieve targeted goals.

• Prior demonstrated experience in working with large and complex Clients.

• Demonstrated ability to be flexible and adaptable in the context of a dynamic and growing business.

• Prepare and give technical presentations to prospective Clients.

• Communicate with the sales team to understand Client requirements and offer sales support where necessary.

The Unifocus experience:

Our Culture Statement: Thriving Together, Achieving Greatness

To support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.

We UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.

In addition to a competitive salary, we offer:

• Health insurance

• Paid time off

• A hybrid environment that promotes a healthy work-life balance

• Parental leave

• Professional development assistance

• Referral program