Job Title: Performance Account Consultant Report to: Performance Account Director Location: Flexible FLSA Status: Exempt POSITION SUMMARY 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. PRIMARY RESPONSIBILITIES
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
Job Requirements
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 and Arabic
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