Client Success Executive

Unifocus is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment.

We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

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About the job

We are seeking a motivated and customer-focused Client Success Executive to join our growing Client Success team, supporting clients In Europe. Working alongside our Client Success Managers (CSMs), the individual in this role will help ensure our clients continue to derive value from the Unifocus platform by providing day-to-day support, assisting with client requests, and helping to drive platform adoption.

The Client Success Executive will support CSMs by responding to client queries, completing platform configuration changes, coordinating client follow-up activities, and managing a portfolio of Tier 4 clients. This role is an excellent opportunity to develop technical product knowledge, build strong client relationships, and gain experience across all aspects of the Client Success function, with a clear progression path to becoming a Client Success Manager.

Our Client Success Executives work closely with Client Success Managers, Support, Product, and Implementation teams to deliver an outstanding client experience throughout the customer lifecycle.

This is an entry-level role and an excellent opportunity for someone looking to begin a career in the SaaS industry. Whether you have a background in hospitality, customer service, or technology, you will receive the training, support, and development needed to build a successful career in Client Success.

What will you do?

Client Onboarding

Our Client Success team provides the primary point of contact for new client onboarding as they transition from implementation to ongoing support and enablement. Client Success Executives support this process by assisting Client Success Managers with onboarding activities, coordinating follow-up actions, completing platform configuration changes, and responding to client queries. They play an important role in helping clients become effective and successful with Unifocus in the shortest possible timeframe, while ensuring the onboarding process remains organised, consistent, and aligned with each client's needs.

Client Satisfaction and Health

Our Client Success team monitors the health of client relationships to ensure clients continue to gain value from the Unifocus platform. Client Success Executives support this by responding to day-to-day client queries, monitoring client activity, identifying potential issues, and escalating opportunities or risks to the appropriate Client Success Manager. They work closely with the Unifocus Client Services (Support), Product, and Implementation teams to help coordinate and expedite the resolution of client issues, ensuring a positive client experience.

Client Effectiveness (Consultation)

Client Success Executives play an important role in helping clients maximise the benefits of the Unifocus platform by providing timely assistance, responding to client queries, and supporting Client Success Managers with platform configuration and best practice guidance. They build positive working relationships with clients through regular interactions and work closely with the wider Client Success team to ensure clients receive a consistent and high-quality experience.

Client Retention

Client Success Executives support client retention by helping to drive adoption and effective use of the Unifocus platform across their assigned clients. They proactively assist with client requests, encourage best practice usage, and ensure follow-up actions are completed in a timely manner. By delivering an excellent client experience and identifying potential risks or opportunities, they support Client Success Managers in maintaining high levels of client satisfaction and long-term success. They will also independently manage a portfolio of Tier 4 clients, ensuring they receive the same high standard of support and engagement as larger accounts.

Client Upsells

Client Success Executives will develop a strong understanding of the Unifocus platform and its workforce and service management solutions. Through regular client interactions, they will identify opportunities for additional products or services and collaborate with the relevant Client Success Manager to progress these opportunities. Excellent communication, customer service, and product knowledge are key to delivering value and supporting the continued growth of client accounts.

We are looking for:

• Degree qualification or equivalent work experience.
• Experience selling into the hospitality industry or a background in hospitality.
• Fluent in English.
• Strong organisational skills, with the ability to manage multiple priorities and maintain attention to detail.
• A customer-focused mindset with a proactive approach to problem solving.
• A willingness to learn technical product knowledge and develop a career in Client Success.
• Prior demonstrated experience in working with large and complex Clients.
• Confidence communicating with clients via email, phone, and virtual meetings.
• Demonstrated ability to be flexible and adaptable in the context of a dynamic and growing business.

What can set you apart:

• Additional language fluency
• Experience with the Unifocus Operations Suite or similar platforms
• Experience in SaaS, customer service, hospitality technology, or account management

The Unifocus experience:

Our Culture Statement: Thriving Together, Achieving Greatness

To support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.

We UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.

In addition to a competitive salary, we offer:

• Health insurance
• Paid time off
• A hybrid environment that promotes a healthy work-life balance
• Parental leave
• Professional development assistance
• Referral program

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