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Customer Success Associate

2 weeks ago

Dubai, Dubai, United Arab Emirates Frontline Performance Group Full time
Customer Success Associate (Native French)

NOTE: Only candidates based in Dubai who are native French speakers will be considered for this role. A background in hospitality (revenue/operations/guest service) is also required.

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. 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.

WHO YOU ARE

FPG Customer Success Associates are exceptional individuals that embody excellence in account management and customer success. You possess the rare ability to influence at all levels, whether you're engaging senior leadership or empowering frontline staff. You thrive in a dynamic SaaS environment, where your expertise is instrumental in supporting client performance potential.

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 the value of the FPG product and service throughout the duration of their journey with our company.

  • 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 be directly involved in communication to the client to receive any missing data for Location and Product Metrics.
  • Providing recognition on IN-Gauge to all Spain/Europe properties.
  • Upkeep correct property names along all systems and correct CSC access and assignment.
  • Invoice reconciliation for Spain/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.
  • Customer Adoption: you will ensure platform utilization by building rapport, utilizing your expertise, and acting as an advisor.
  • Collaborating with peers regionally and globally to share best practices.
  • On occasion, you may have the opportunity to travel to local regional clients to support and elevate the partnership expectations.
  • In the instance of CSC leave, you will assume the client champion sessions with support of the other CSCs and CSD.

DESIRED SKILLS AND EXPERIENCE

  • Bachelor's Degree preferred.
  • Experience in B2B customer support. A background in hospitality (revenue/operations/guest service) is REQUIRED.
  • Technologically proficient.
  • 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 to accomplish team goals.
  • Previous work experience in a SaaS environment.
  • Fluent in English & French (Italian/Spanish will be an added advantage).
  • Based in Dubai.

COMPENSATION AND BENEFITS

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

  • Base salary: 7,000 AED + monthly incentives.
  • Employer health plans (Medical insurance).
  • 30 days holiday and annual holiday closure.
  • Parental Leave (Maternity & Paternity).
  • Employment Visa.
  • Flexible working hours (Hybrid).
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