Customer Success Consultant - Hospitality

WHO YOU ARE

FPG Customer Success Consultants are exceptional hospitality leaders who have built successful careers creating outstanding guest experiences, developing teams, and driving performance. You may have served in leadership roles such as Front Office Manager, Front Desk Manager, Guest Relations Manager, Rooms Division Manager, or similar positions where coaching people, influencing leaders, and delivering measurable results were central to your success.

You’ve demonstrated your leadership in hospitality, 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 frontline staff. You thrive in a dynamic SaaS environment, where your hospitality expertise is instrumental in helping clients maximize performance and elevate the guest experience. Your presentation and facilitation skills, both in person and virtually, are highly effective, leaving audiences inspired and motivated to take action.

Building and maintaining strong client relationships comes naturally to you. Your critical thinking, empathy, self-awareness, and collaborative mindset make you a trusted partner. You excel at prioritizing competing demands while staying focused on helping hospitality teams achieve measurable results.

If you've built a successful career leading hotel operations, developing people, and inspiring teams to reach their full potential, FPG may be the perfect place to take your experience to the next level. Join a team that's passionate about unlocking potential and elevating performance across the hospitality industry.

WHAT YOU WILL DO
As a Customer Success Consultant at FPG, your role is pivotal in ensuring that each customer embarks on their journey with us successfully. Your responsibilities span the entire customer lifecycle, beginning with the activation process. This process includes immersive live virtual delivery sessions that unveil the FPG Foundation Framework – the formula for success in the FPG program. Your mission is to effectively articulate this framework, securing buy-in at all levels and helping customers understand their crucial role in program success. You will also manage a portfolio of accounts. Here, your primary objective is to ensure the sustained success of The Foundation Framework and client performance. Each client’s incremental revenue performance, coupled with the framework, is the metric by which FPG measures success. As the voice of the customer, you will be at the forefront of advocating for our clients, proactively driving the adoption of The Foundation Framework and maintaining a strong focus on customer retention. You will cultivate and nurture client relationships, ensuring they receive the support necessary to achieve maximum impact. Additionally, your role may provide the opportunity to engage with clients on-site from time to time, further enhancing relationships and positively impacting the overall client experience. 

HOW YOU WILL DO IT

• Lead and facilitate the customer activation process, ensuring a captivating onboarding experience
• Drive the implementation and ongoing maintenance of The Foundation Framework
• 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 
• Represent FPG at industry events, conferences, networking functions, and marketing activities to strengthen relationships, enhance brand visibility, and identify new business opportunities.
• Occasionally, up to 20% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience 

QUALIFICATIONS

• Bachelor’s Degree is preferred, with a track record of working in a performance results-focused environment 
• 3 to 5 years of leadership experience within the hospitality industry (such as Front Office, Front Desk, Guest Relations, Rooms Division, or similar hotel operations leadership roles).
• Tech savvy with SaaS experience being advantageous 
• Leadership experience in the hospitality industry highly preferred
• 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 
• Excellent listing skills, curiosity, and resourcefulness
• 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

COMPENSATION

Base Salary 43,000-45,000 GPB + lucrative incentive plan, averaging around 8,400 GPB annually, as well as additional individual and team bonuses

BENEFITS
We offer a full range of benefits to all regular, full-time employees and their qualified dependents as outlined 
below:

• Pension Scheme
• Health Insurance
• Term Life Assurance Policy 
• Annual leave - 25 days 
• Annual company paid holiday during Christmas week.
• All other statutory leave per HMRC
• Work from home flexibility
• Lucrative Incentive Plan