Customer Success Consultant – Hospitality

Responsibilities

• 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
• Initiate 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

Requirements

• Bachelor’s Degree is preferred
• 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
• 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 listening skills, curiosity, and resourcefulness
• Capable of compelling written and verbal communication, catering to both technical and non‑technical audiences
• 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

Core Competencies

Demonstrates expertise in client onboarding and activation processes, with a strong focus on utilizing the IN-Gauge software platform. Proven leadership experience in the hospitality industry, complemented by exceptional communication and presentation skills to engage stakeholders effectively.