Customer Success Manager optimizing advertiser accounts and enhancing performance metrics. Engaging with teams to improve campaigns at Additi in Rennes.
FG
Hybrid Customer Success Consultant – Contract
Posted last month
About the role
- Customer Success Consultant contractor at FPG ensuring successful client activation and ongoing support. Driving performance through implementation of the Foundation Framework in a SaaS environment.
Responsibilities
- Lead and facilitate the customer activation process, ensuring a captivating onboarding experience.
- Drive the implementation and ongoing maintenance of The Foundation Framework.
- Lead a portfolio of a number of hotels in the region and act as an Owner to grow and retain.
- 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.
- Initiate conversations with internal leadership regarding upsell opportunities.
- Occasionally, up to 40% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience.
- Facilitate enhanced on-site and virtual training for all revenue touchpoints.
- Deliver enhanced on-site leadership training as elected and paid by client.
- Deliver training program for client agent level frontline at the counter.
- Coaching and Coach the Coach
Requirements
- Bachelor’s Degree is preferred, with a track record of working in a performance results focused environment
- Tech savvy with SaaS experience being advantageous.
- Fluent in Bahasa Malay and English speaker.
- Fluency in Mandarin is a plus.
- Must have hospitality leadership experience.
- 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
- 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
Benefits
- Flexible work location (hybrid role)
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