WHO WE ARE

Here at FPG 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 least four years in an Integrations, Implementation or similar roles, in a SaaS environment. You have experience with Jira, Jira Service Desk, Confluence, Trello, DocuSign, as well as experience in Technical Writing (Frameworks, Documentation) and with integration and middleware technologies such as SOAP, REST, JSON, XML, and EDI. You have experience with Data Visualization Tools (AWS Insight, sqlWorkbench etc\xe2\x80\xa6) and knowledge on SQL (How to Run/Understand Queries).

This is an opportunity for someone who is genuinely excited by new technologies, a constant appetite for something new and a passion for project management. You will be working in a high-profile project with a significant opportunity for industry-level impact. To be successful, you should be proficient in the use of SAAS based applications, data management systems as well as being able to work well as part of a team. You must harness the ability to provide solutions to escalations and be direct in your approach in responses to customers & team members. You have a healthy sense of urgency and are able to visualize and track project timelines in real time.

WHAT YOU WILL DO

The IN-Gauge Support & Implementation Manager plays a fundamental role in the implementation & Support of the IN-Gauge Application. You need to understand how customer Data can be extracted from the hotel PMS (Property Management Systems) and ingested and processed in IN-Gauge. The IN-Gauge Support & Implementation Manager major focal point is to make sure IN-Gauge Support and Implementation team members adhere to the framework and taking care of customer escalations.

You will engage directly with \xe2\x80\x9cClients/Brands, Service Providers and other members where Opportunities exist\xe2\x80\x9d as well as FPG Operations. Therefore, the ability to communicate with intelligibility is essential. To achieve success, you will implement our hybrid agile methodology, liaise daily with your team members, constantly demand help and support while always providing questions and feedback.

The Customer Support & Implementation Manager will report to the Director of Implementation and to the Director of Technical Support.

HOW YOU WILL DO IT

You will have access to a series of Jira tools (Confluence, Jira Service Desk, Jira Software) as a mean to provide Leadership & Control of the ING Service Desk and Customer Implementations. The day to day responsibilities are:

• Ensure all team members are adhering to the Technical Support and the Implementation frameworks
• Lead by example answering customer tickets and support customer activations
• Become an expert in PMS knowledge, documentation and challengesSolution based attitude to validate headwinds and provide recommendations
• Active participation in high volume ticket queue:
• Lead and manage implementation projects from start to finish, including planning, organizing, overseeing work flow, maintaining communication throughout the course of the project to meet customer expectations.
• Provide day-to-day direction to implementation / support teams.Manage team\'s performance to ensure timeliness, accuracy, compliance, and quality
• Continuously sport check tickets, detailed and accurate Validation of Tier 1 & 2 Team members
• On the spot coaching
• Weekly Report Outs on Team performance
• Monitor and analyze performance metrics to ensure that goals are being met
• Produce and manage client-facing and internal technical documentation.

Meetings

You are expected to lead or actively participate in the following meetings:

• Daily Stand-ups
• Discuss impediments / challenges blocking team\xe2\x80\x99s work
• Project Time Line Meetings
• Process Improvement Meetings

Based on FPG needs, you will be required to actively participate in Special Projects or Task Forces.

How is performance measured

Timeliness:

• Monthly Implementation Run Rate
• Time to Customer Activation
• Tickets created vs tickets resolved

Quality:

• CSAT
• Customer Churn Rate
• Number of issues reported during the first four weeks after implementation

Effectiveness:

• spending time and resources appropriately
• Reporting Accuracy
• Avoiding Technical debts
• Scalability and flexibility of the data integration solutions provided

DESIRED SKILLS AND EXPERIENCE

• Bachelors degree in Computer Science or related field, Technical Sales or equivalent experience
• At least four years in an Integrations, Implementation or similar roles
• Experience with implementation in a SAAS environment
• Experience with Jira, Jira Service Desk, Confluence, Trello, DocuSign
• Experience in Technical Writing (Frameworks, Documentation)
• Experience with integration and middleware technologies such as SOAP, REST, JSON, XML, and EDI
• Excellent verbal and written communication skills (English)
• Excellent interpersonal and customer service skills
• Excellent time management skills
• Strong analytical and problem-solving skills
• Technical understanding and mindset with Software Systems
• Ability to prioritize tasks and delegate
• Mindset to explain technical issues to technical and non technical customers and employees
• Experience with Data Visualization Tools (AWS Insight, sqlWorkbench etc\xe2\x80\xa6)Knowledge on SQL (How to Run/Understand Queries)
• Able to multi-task and perform in a fast-paced environment
• Proficient in MS Office suite of applications
• Excellent time management capabilities.
• Familiarity with Data Extraction, Data Processing and Data Analysis
• Understanding of Data Modeling

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.

Compensation: 21,000 AED - 24,000 AED

Benefits effective date 1st day of the month following date of hire:

• Employer health plans (Medical insurance including Dental)
• 30 days holiday and annual holiday closure
• Parental Leave (Maternity & Paternity)
• Employment Visa

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Frontline Performance Group