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Vacancy : Customer Success Consultant
Company Location : Dubai
WHO WE ARE
Here at FPG we believe in the potential of people. We transform front desk operations into profit centers for the leading hospitality brands worldwide by elevating the performance of their frontline agents, while enhancing guest satisfaction, through our proprietary software IN-Gauge.
WHO YOU ARE
You have experience supporting clients in a SaaS environment and have the ability to communicate with both technical and non-technical audiences. You have highly effective presentation and facilitation skills, both face to face and virtual, and the ability to maintain strong relationship with clients. You are empathetic, a strategic problem solver, a team player, and have strong organizational skills with time management and prioritization skills.
WHAT YOU WILL DO
In the role of the Customer Success Consultant you will ensure that the customers understand, internalize, and experience the value of the FPG product and service throughout the duration of their journey with our company. You will act as the voice of the customer and be responsible for proactively driving program and IN-Gauge system adoption and net retention. You will initially responsible for onboarding, monthly quickfire business reviews, virtual support, platform tools and training, and getting client to a minimum ROI. You will build and own the client relationships, while ensuring the services they need are provided to receive maximum impact. When determined by leadership, you will have 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
Customer Onboarding: first 30 days coordination, front loading time and ensuring launch goes to plan
Customer Training/Certification: you will initiate customer through base camp certification in the first 90 days and ensure 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
Continuous self-lead learning to achieve IN-Gauge ‘super user’ status at all times
Collaborating with peers regionally and globally to share best practices and seek insight
You will drive usage in recognition tool and encourage property leadership to participate
Customer Performance: you will ensure other departments are introduced to the E-learning tools available applicable to each of their interests
You will communicate program performance to key property leadership, outlining support needs on a monthly basis at minimum to the Hotel Manager position equivalent or higher
You will lead a quarterly program review with key stakeholders
You will facilitate conversations with Performance Account Consultants and Directors regarding upsell opportunities
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
DESIRED SKILLS AND EXPERIENCE
Bachelor’s Degree preferred with experience working in a SaaS delivery environment.
Fluent Written and Verbal in English and Arabic.
Preferably Dubai based
Technologically proficient with advanced presentation and facilitation skills
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
Able to influence senior stakeholders
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
Strong facilitation skills with experience in conflict management and risk assessment
Secure multi-level relationships at clients (GM, Owner, Exco, through FOM and Agents)
COMPENSATION AND BENEFITS
We offer a competitive compensation and full range of benefits to all regular, full-time employees and their qualified dependents as outlined below.
Benefits effective date 1st day of the month following date of hire:
Employer health plans
30 days holiday and annual holiday closure
Parental Leave (Maternity, Paternity, and Adoption Leaves)
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