Customer Success Consultant – Hospitality

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and manage the customer activation process, ensuring an engaging onboarding experience.

• Oversee the implementation and ongoing upkeep of The Foundation Framework.

• Advocate for and support the adoption and effective use of the IN-Gauge software platform.

• Dedicate yourself to continuous self-directed learning, consistently maintaining 'super user' proficiency in IN-Gauge.

• Collaborate with both regional and global colleagues, promoting the sharing of best practices and seeking innovative insights.

• Act as a champion for the client recognition tool, motivating client leadership to actively participate in using IN-Gauge.

• Regularly update key property leadership on program performance, outlining monthly support needs in partnership with the General Manager or equivalent.

• Conduct quarterly program reviews with key stakeholders.

• Engage in discussions with internal leadership regarding upsell opportunities.

• Represent FPG at industry events, conferences, networking functions, and marketing initiatives to strengthen relationships, enhance brand visibility, and identify new business prospects.

• Occasionally travel, up to 20% of your time, to support local regional clients, elevate partnership expectations, and improve the overall client experience.

⛳️ Requirements

• A Bachelor’s Degree is preferred.

• 3 to 5 years of leadership experience in the hospitality industry, such as Front Office, Front Desk, Guest Relations, Rooms Division, or other similar hotel operations leadership roles.

• Technologically adept, with SaaS experience being advantageous.

• Exceptional presentation skills, both in-person and virtually, with an inspiring and impactful delivery style.

• Demonstrates executive presence and the capacity to influence at all organizational levels.

• Maintains a high level of polish and poise in all interactions.

• Excellent listening skills, curiosity, and resourcefulness.

• Capable of compelling written and verbal communication, suitable for both technical and non-technical audiences.

• Proactive and able to work independently.

• Must exhibit adaptability and flexibility in response to the changing needs of the business.

• Encourages collaboration across various departments to further the company’s shared vision.

🏝️ Benefits

• Pension Scheme

• Health Insurance

• Term Life Assurance Policy

• Annual leave - 25 days

• Annual company-paid holiday during Christmas week

• All other statutory leave as per HMRC regulations

• Work from home flexibility

• Lucrative Incentive Plan