Job title: Customer Success Associate (Native French)
Company: Frontline Performance Group
Job description: NOTE: Only candidates based in Dubai who are native French speaker will be considered for this roleWHO 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. The unique artistry of our inspiring FPG team with the cutting-edge science of our proprietary technology, IN-Gauge – we have set the benchmark in technology and training. 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. Our culture is built on empowerment, passion, and continuous growth. When you join us, you’re not just a part of a company – you’re joining a movement that believes in the potential of people and their ability to make a difference. Experience a fulfilling career with us, where your aspirations meet opportunities.WHO YOU ARE
FPG Customer Success Associates are exceptional individuals that embodies excellence in account management and customer success. You’ve demonstrated your prowess in these areas, and your executive presence is undeniable. You possess the rare ability to influence at all levels, whether you’re engaging senior leadership, nurturing aspiring managers, or empowering the frontline staff. You thrive in a dynamic SaaS environment, where your expertise is instrumental in supporting client’s performance potential. Your presentation and facilitation skills, both in-person and in virtual settings, are highly effective, leaving the audience inspired with lasting impact. Building and maintaining robust client relationships is second nature to you. Your critical thinking, empathy, self-awareness, and unwavering teamwork make you a valuable asset. You excel in time management and prioritization, ensuring every task is well executed and aligns with the mission to maximize frontline performance.If you’re the kind of person who has been described as inspirational and possesses the innate ability to inspire people to achieve their full potential, then FPG may be the perfect home for your exceptional talents. Join us and be a part of a team that’s passionate about unlocking potential and elevating performance.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 Spain/Europe 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 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 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
- 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
- Fluent in English & French (Italian/Spanish will be an added advantage)
- Based in Dubai
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.Base salary: 7,000 AED + monthly incentives
Benefits effective date 1st day of the month following date of hire:
- Employer health plans (Medical insurance)
- 30 days holiday and annual holiday closure
- Parental Leave (Maternity & Paternity)
- Employment Visa
- Flexible working hours (Hybrid)
Expected salary: 7000 per month
Location: Dubai
Job date: Fri, 14 Mar 2025 05:41:06 GMT
Apply for the job now!