Performance Account 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

The Performance Account Consultant (PAC) role is inspirational, an ambassador of FPG, and must be a great first impression to FPG clients. This role specializes and drives initial deployment of the FPG Champion SaaS subscription services program, mostly on-site within the first week of a new client partnership. They execute the initial kick-off of the customer account and drive the enablement of key moments at the beginning of the customer journey. This role is critical to ensure the customer sees value early in the partnership, serving to drive adoption and net retention. The Performance Account Consultant (PAC) is responsible for renewing accounts, incremental and cross-selling and delivering consulting services to a portfolio of existing accounts. They partner closely with the Customer Success Consultant Team Members to identify expansion opportunities and delivery on-site and high-level virtual consulting to drive optimal performance. They are responsible for the commercial aspects of the relationship and work across customer success teams to identify expansion and other contract opportunities. They are also responsible for Delivery on site and high-level Virtual Consulting to drive a customer to Optimal Performance.

HOW YOU WILL DO IT
- Work closely with Product Owner - Launch / Implementation to ensure data flowing, so they can begin the launch kick off.
- Organize Launch Kick-off calls to set pre-launch and post launch expectations,
- Work with Customer Success Consulting team on client incentives formulation pre-launch.
- Coordinate launch logistics
- Ultimately responsible for FPG first impression and ensuring that launch is executed, with SOP consistency
- Understands, believes, and facilitates FPG seminars in a classroom and virtual environment
- Spends 4-5 days on-site at client location during launch making a lasting impression and building key understanding and accountability with agents, champions, and senior management
- Deliver a successful handover and launch report to the Customer Success team at the end of the launch period
- Ensure adoption of IN-Gauge Application to allow direct engagement with all hotel stakeholders
- Works with the Customer Success Consultants to determine where there are opportunities for enhanced services
- Works with the Customer Success Consultants to support the removal of challenges that may exist on the delivery of the subscription
- Build a strong relationship with senior management at hotels identified by Customer Success team as high potential
- Facilitates enhanced on-site and virtual training for all revenue touchpoints
- Delivers on-site and virtual FPG Blueprint consulting to improve ROI
- 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
- Supports the Customer Success Consultants to get property senior leadership to believe in the program
- Enables competence and confidence in the client team
- Empower the client to strive for their full potential
- Support team unity at the client locations and instill confidence in their leaders

DESIRED SKILLS AND EXPERIENCE
- Bachelor’s Degree preferred with experience working in training and/or technology consulting
- Prior consulting experience with strong and proven inspirational leadership qualities
- 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)
- Technologically proficient with advanced presentation and facilitation skills
- Field based and extensive travel required
- Fluent in English
- Fluency in Mandarin will be an added