Customer Success Consultant

November 27

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Frontline Performance Group

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B2B • eCommerce • Hospitality

Frontline Performance Group is a leading organization specializing in optimizing frontline service for the hospitality industry. They offer a unique software platform, IN-Gauge, which provides training, tools, and technologies to enhance hotel operations, boost revenue through upselling techniques, and improve guest experiences. With over 30 years of experience, FPG equips hotels with methodologies and actionable insights that lead to measurable increases in revenue and employee performance, resulting in exceptional service delivery at the front desk.

201 - 500 employees

Founded 1993

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round on 2015-07

📋 Description

• 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. • Initiative 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. • Facilitates enhanced on-site and virtual training for all revenue touchpoints. • Delivers enhanced on-site leadership training as elected and paid by client. • Delivers 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 English. • 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 • Ability to manage cross-cultural stakeholders

🏖️ Benefits

• Employer CPF Contribution • Medical and Dental Benefits – Effective after 3 months of hire • Employer paid Term Life Assurance Policy (SGD 100,000) - Effective after 3 months of hire • Employer paid Personal Accident Insurance (SGD 50,000) - Effective after 3 months of hire • Annual leave, Sick Leave and annual holiday closure • Parental Leave (Maternity, Paternity, and Adoption Leaves) • Work from home flexibility • Opportunity for Incentives