Customer Success Consultant - Hospitality

Note: This is a remote position based out of the UK. Preference will be given to candidates with leadership experience in the hospitality sector, particularly in roles such as Front Office Manager.

WHO WE ARE
Join FPG and become part of a dynamic team dedicated to elevating service and revenue excellence.  With over 30 years of expertise, we’ve perfected the art and science of optimizing frontline performance. The unique artistry of our inspiring FPG team with the cutting-edge science of our proprietary technology, IN-Gauge – we have set the benchmark in technology and training.  Our global footprint extends across world-renowned brands in the hospitality and automotive industries, spanning more than 100 countries and boasting over 60,000 app users. 

At FPG, we’re committed to unlocking the full potential of individuals and transforming the frontline role.  Our culture is built on empowerment, passion, and continuous growth.  When you join us, you’re not just a part of a company – you’re joining a movement that believes in the potential of people and their ability to make a difference.  Experience a fulfilling career with us, where your aspirations meet opportunities. 

WHO YOU ARE

FPG Customer Success Consultants are exceptional individuals that embodies excellence in account management and customer success.  You’ve demonstrated your prowess in these areas, and your executive presence is undeniable.  You possess the rare ability to influence at all levels, whether you’re engaging senior leadership, nurturing aspiring managers, or empowering the frontline staff.  You have the ability thrive in a dynamic SaaS environment, where your expertise is instrumental in supporting client’s performance potential.  Your presentation and facilitation skills, both in-person and in virtual settings, are highly effective, leaving the audience inspired with lasting impact. Building and maintaining robust client relationships is second nature to you.  Your critical thinking, empathy, self-awareness, and unwavering teamwork make you a valuable asset.  You excel in time management and prioritization, ensuring every task is well executed and aligns with the mission to maximize frontline performance. You may have held in the hotel industry positions such as Front Office Manager, Front Desk Manager or Front of House Manager.

If you’re the kind of person who has been described as inspirational and possesses the innate ability to inspire people to achieve their full potential, then FPG may be the perfect home for your exceptional talents.  Join us and be a part of a team that’s passionate about unlocking potential and elevating performance.

WHAT YOU WILL DO
As a Customer Success Consultant at FPG, your role is pivotal in ensuring that each customer embarks on their journey with us successfully.  Your responsibilities span the entire customer lifecycle, beginning with the activation process.  This process includes immersive live virtual delivery sessions that unveil the FPG Foundation Framework – the formula for success in the FPG program.  Your mission is to effectively articulate this framework, securing buy-in at all levels and helping customers understand their crucial role in program success.  You will also manage a portfolio of accounts.  Here, your primary objective is to ensure the sustained success of The Foundation Framework and client performance.  Each client’s incremental revenue performance, coupled with the framework, is the metric by which FPG measures success.   As the voice of the customer, you will be at the forefront of advocating for our clients, proactively driving the adoption of The Foundation Framework and maintaining a strong focus on customer retention.  You will cultivate and nurture client relationships, ensuring they receive the support necessary to achieve maximum impact.  Additionally, your role may provide the opportunity to engage with clients on-site from time to time, further enhancing relationships and positively impacting the overall client experience.

HOW YOU WILL DO IT

• Lead and facilitate the customer activation process, ensuring a captivating onboarding experience
• Drive the implementation and ongoing maintenance of The Foundation Framework
• Promote and support the adoption and utilization of the IN-Gauge software platform
• Commit to continuous self-led learning, always maintaining IN-Gauge ‘super user’ proficiency
• Collaborate with regional and global peers, fostering the exchange of best practices and seeking innovation insights
• Champion the client recognition tool, encouraging client leadership to actively engage using IN-Gauge
• Regularly communicate program performance to key property leadership, outlining support needs monthly, partnering with the General Manager role or equivalent
• Lead quarterly program reviews with key stakeholders
• Initiative conversations with internal leadership regarding upsell opportunities
• Occasionally, up to 20% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience

QUALIFICATIONS

• Bachelor’s Degree is preferred, with a track record of working in a performance results-focused environment
• 3 to 5 years of experience in the hospitality industry
• Tech savvy with SaaS experience being advantageous
• Leadership experience in the hospitality industry, such as Front Office Manager, highly preferred
• Possesses exceptional presentation skills, both in-person and virtually, with an inspiring and impactful style
• Demonstrates executive presence and the ability to influence at all levels
• Exhibits a high level of polish and poise in all interactions
• Excellent listing skills, curiosity, and resourcefulness
• Capable of compelling written and verbal communication, catering to both technical and non-technical audiences
• Excellent listing skills, curiosity, and resourcefulness
• Proactive and capable of working autonomously
• Must show adaptability and flexibility in response to the evolving needs of the business
• Fosters collaboration among various departments to advance the company’s shared vision

COMPENSATION
Base Annual Salary GBP 45,000.00 - GBP 50,000.00  + lucrative incentive plan

BENEFITS
We offer a full range of benefits to all regular, full-time employees and their qualified dependents as outlined below:

• Pension Scheme
• Health Insurance
• Annual leave - 25 days
• Annual company paid holiday during Christmas week.
• All other statutory leave per HMRC
• Work from home flexibility
• Lucrative Incentive Plan