The Role
Supports Customer Success Consultants with client coverage, platform adoption, data ticketing, customer training, invoice reconciliation, and relationship management. Acts as a liaison among customers, data teams, and consultants; helps improve data integrity, user engagement, forecasting, and retention. Provides client sessions during coverage gaps and may travel locally up to 20% of the time. The role can develop into an individual Customer Success Consultant portfolio.
Summary Generated by Built In
WHAT YOU WILL DO
In the role of the Customer Success Associate you will support the Customer Success Consultants on administrative responsibilities as well as direct client coverage. The CSA will uphold value of the FPG product and service throughout the duration of their journey with our company. You will act as the voice of the CSA and be responsible for supporting the tribe in proactively driving program and IN-Gauge system adoption and net retention. You will be responsible for being the liaison between IN-Gauge data ticketing and the customer, as well as pointed client-facing calls around singular areas of focus. You will initially focus on both bottom-performing properties who need an extra support layer to the CSC and top performing properties who only require infrequent sessions. You will cultivate and nurture the client relationships both directly with the client and indirectly supporting the CSC, while ensuring the services both need are provided to receive maximum impact as directed by your CSD. When determined by leadership, you will have the opportunity to take on an individual portfolio as part of grown into the CSC role. At times, you may be given the opportunity to go on site to conduct the functions of your role as listed, and further develop your relationships with the customer to positively impact the overall client experience.
HOW YOU WILL DO IT
In the role of the Customer Success Associate you will support the Customer Success Consultants on administrative responsibilities as well as direct client coverage. The CSA will uphold value of the FPG product and service throughout the duration of their journey with our company. You will act as the voice of the CSA and be responsible for supporting the tribe in proactively driving program and IN-Gauge system adoption and net retention. You will be responsible for being the liaison between IN-Gauge data ticketing and the customer, as well as pointed client-facing calls around singular areas of focus. You will initially focus on both bottom-performing properties who need an extra support layer to the CSC and top performing properties who only require infrequent sessions. You will cultivate and nurture the client relationships both directly with the client and indirectly supporting the CSC, while ensuring the services both need are provided to receive maximum impact as directed by your CSD. When determined by leadership, you will have the opportunity to take on an individual portfolio as part of grown into the CSC role. At times, you may be given the opportunity to go on site to conduct the functions of your role as listed, and further develop your relationships with the customer to positively impact the overall client experience.
HOW YOU WILL DO IT
- IN-Gauge Expert: During your first 90-days, you will view all LMS Internal Training in IN-Gauge, along with receiving individualized training on each PMS you will support.
- You will understand the data ticketing process and make recommendations on where you can alleviate any client confusion and expedite data integrity. You will act as the liaison between the client, data team, and CSC.
- You will be directly involved in communication to the client to receive any missing data for Location and Product Metrics, and training needed for user error.
- Providing recognition on IN-Gauge to all France/Europe properties and providing notable successes to the CSC & CSD
- Upkeep correct property names along all systems and correct CSC access and assignment.
- Invoice reconciliation for France/Europe as a second set of eyes to AR.
- Continuous self-lead learning to achieve IN-Gauge ‘super user’ status at all times
- Customer Training/Certification: you will support the CSC with the customer journey through base camp certification and add extra support to succession plans in place at the hotel properties
- Customer Adoption: you will ensure platform utilization, forecasting, team log-in, goal setting, incentive meetings, etc by building rapport, utilizing your expertise, gaining trust, and acting as an advisor
- Collaborating with peers regionally and globally to share best practices and seek insight
- On occasion, up to 20% of the time, you may have the opportunity to travel to local regional clients to support, elevate, and at times reinforce the partnership expectations to enhanced the overall client experience
- In the instance of CSC leave, PTO, double-booked sessions, etc, you will assume the client champion sessions with support of the other CSCs and CSD
- Bachelor’s Degree preferred
- Experience in B2B customer support
- Technologically proficient
- Communication Skill:
- Excellent listening and questioning skills
- Outstanding written and verbal communication skills
- Ability to communicate with both technical and non-technical audiences
- Independent and self-motivated
- Problem solver, with exceptional critical thinking and decision-making abilities
- Ability to be flexible to the needs of the business
- Ability to work effectively with others in and across the organization to accomplish team goals
- Previous work experience in a SaaS environment
- Fluent in English & East European Language
- Based in Dubai
Skills Required
- Bachelor's degree
- Experience in B2B customer support
- Technological proficiency
- Excellent listening and questioning skills
- Outstanding written and verbal communication skills
- Ability to communicate with technical and non-technical audiences
- Independent and self-motivated work style
- Problem-solving, critical thinking, and decision-making abilities
- Flexibility to meet business needs
- Ability to collaborate effectively across the organization
- Previous work experience in a SaaS environment
- Fluency in English and an East European language
- Based in Dubai
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The Company
What We Do
FPG is the world leader in ENABLING HOTELS to MAXIMISE their Revenue Potential through their Frontline team. We support the implementation of service-based sales programs to increase incremental revenue, improve customer experience, and increase employee engagement, all powered by our state-of-the-art SAAS platform - IN-Gauge. We integrate with our client PMS and Service platforms to provide enhanced revenue visibility, comprehensive E-Learning, performance analytics and automated Frontline team engagement tools. We are trusted globally by the top names in the hospitality world, such as Hilton, Hyatt and Marriott and we have been delivering significant ROI for 30 years. No company has our breadth and depth of experience in Frontline Sales Performance.
