Notes:
In order to support clients in our Asia-Pacific (APAC) Region, candidates must be fluent in English and one of the following languages: Mandarin, Japanese, Tagalog or Thai
The role is based in Dubai and is 80% virtual and 20% in person
WHO WE ARE
Here at FPG we believe in the potential of people. We transform front desk operations into profit centers for the leading hospitality brands worldwide by elevating the performance of their frontline agents, while enhancing guest satisfaction, through our proprietary software IN-Gauge.
WHO YOU ARE
You have experience in B2B customer support and are eager to support clients and internal consultants in a SaaS environment. You have excellent interpersonal communication skills and have the ability to communicate with both technical and non-technical audiences. You strive to learn to execute highly effective presentation and facilitation skills, both face to face and virtual, by working with your Customer Success Consultants, and Customer Success Director. You have the ability to maintain strong relationships. You are empathetic, a strategic problem solver, a team player, and have strong organizational skills with time management and prioritization skills.
WHAT YOU WILL DO
In the role of the Customer Success Assistant you will support the Customer Success Consultants on administrative responsibilities as well as direct client coverage. The CSA will uphold value of the FPG product and service throughout the duration of their journey with our company. You will act as the voice of the CSA and be responsible for supporting the tribe in proactively driving program and IN-Gauge system adoption and net retention. You will be responsible for being the liaison between IN-Gauge data ticketing and the customer, as well as pointed client-facing calls around singular areas of focus.
You will initially focus on both bottom-performing properties who need an extra support layer to the CSC and top performing properties who only require infrequent sessions. You will cultivate and nurture the client relationships both directly with the client and indirectly supporting the CSC, while ensuring the services both need are provided to receive maximum impact as directed by your CSD.
When determined by leadership, you will have the opportunity to take on an individual portfolio as part of grown into the CSC role. At times, you may be given the opportunity to go on site to conduct the functions of your role as listed, and further develop your relationships with the customer to positively impact the overall client experience.
HOW YOU WILL DO IT
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 act as the liaison between the client, data team, and CSC.
You will be directly involved in communication to the client to receive any missing data for Location and Product Metrics, and training needed for user error.
Providing recognition on IN-Gauge to all Middle East & Africa (MEA) properties and providing notable successes to the CSC & CSD
Upkeep correct property names along all systems and correct CSC access and assignment.
Invoice reconciliation for MEA 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 and add extra support to succession plans in place at the hotel properties
Customer Adoption: you will ensure platform utilization, forecasting, team log-in, goal setting, incentive meetings, etc by building rapport, utilizing your expertise, gaining trust, and acting as an advisor
Collaborating with peers regionally and globally to share best practices and seek insight
On occasion, up to 20% of the time, you may have the opportunity to travel to local regional clients to support, elevate, and at times reinforce the partnership expectations to enhanced the overall client experience
In the instance of CSC leave, PTO, double-booked sessions, etc, 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
Fluent in English and one of the following languages: Mandarin, Japanese, Tagalog or Thai
Technologically proficient
Communication Skill:
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 in and across the organization to accomplish team goals
Previous work experience in a SaaS environment
COMPENSATION AND BENEFITS
We offer a competitive compensation and full range of benefits to all regular, full-time employees and their qualified dependents as outlined below.
Benefits effective date 1st day of the month following date of hire:
Employer health plans (Medical insurance including Dental)
30 days holiday and annual holiday closure
Parental Leave (Maternity & Paternity)
Employment Visa