Customer Success Consultant

**WHO WE ARE**

Here at TSA, an FPG company, 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 **supporting clients in a SaaS environment **and have the ability to communicate with both technical and non-technical audiences. You have highly effective presentation and facilitation skills, both face to face and virtual, and the ability to maintain strong relationship with clients. 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 Consultant you will ensure that the customers understand, internalize, and experience the value of the FPG product and service throughout the duration of their journey with our company. You will act as the voice of the customer and be responsible for proactively driving program and IN-Gauge system adoption and net retention. You will initially responsible for onboarding, monthly quickfire business reviews, virtual support, platform tools and training, and getting client to a minimum ROI. You will build and own the client relationships, while ensuring the services they need are provided to receive maximum impact.

**HOW YOU WILL DO IT**
- Customer Onboarding: first 30 days coordination, front loading time and ensuring launch goes to plan
- Customer Training/Certification: you will initiate customer through base camp certification in the first 90 days and ensures succession plans in place at the hotel properties
- Customer Adoption: you will ensures platform utilization, forecasting, team log-in, goal setting, incentive meetings, etc.
- You will drive usage in recognition tool and encourage property leadership to participate
- Customer Performance: you will ensures other departments are introduced to the E-learning tools available
- You will communicate program performance to key property leadership, outlining support needs
- You will lead a quarterly program review with key stakeholders
- You will facilitate conversations with Performance Account Consultants and Directors regarding upsell opportunities
- On occasion, up to 20% of the time, you may travel to local regional clients as relationship touch points

**DESIRED SKILLS AND EXPERIENCE**
- Bachelor’s Degree preferred with experience working in SaaS
- Technologically proficient with advanced presentation and facilitation skills
- 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
- Able to influence senior stakeholders
- Ability to work effectively with others in and across the organization to accomplish team goals
- Strong facilitation skills with experience in conflict management and risk assessment
- Secure multi-level relationships at clients (GM, Owner, Exco, through FOM and Agents)
- Proficient in English & Mandarin.

**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.
- 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

**_Did you know? FPG has acquired TSA Solutions. _**Click to learn how the two biggest paid upgrade companies in the world joined forces to deliver the most advanced, comprehensive frontline performance solution for the hospitality, car rental, and automotive industries