Customer Success Associate – Hospitality Tech | Eastern European Language REQUIRED

WHO WE ARE

Frontline Performance Group (FPG) is a global leader in hospitality performance improvement, helping hotels and hospitality organizations unlock the full potential of their teams.

Through its innovative IN-Gauge platform, training programs, and performance management solutions, FPG helps hospitality organizations improve employee engagement, enhance guest experiences, and drive measurable business results.

Joining FPG means becoming part of an international team dedicated to helping hospitality professionals and organizations achieve their full potential.

WHO YOU ARE

You are an experienced hospitality professional who has built a successful career creating outstanding guest experiences, developing teams, and driving performance. You may have served in leadership roles such as Duty Manager, Night Manager, Front Office Manager, Guest Relations Manager, Revenue Manager, or similar positions where managing hotel operations, coaching people, and delivering measurable results were central to your success.

You understand the challenges hospitality teams face because you've experienced them firsthand. You know how to build relationships, influence others, solve problems, and help teams improve their performance.

You are comfortable working with technology and excited about the opportunity to apply your hospitality expertise in a SaaS environment. Your communication and presentation skills allow you to engage confidently with hotel leadership, managers, and frontline teams, both virtually and in person.

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 are highly organized, detail-oriented, and comfortable managing multiple priorities while maintaining a strong focus on customer satisfaction.

If you've built a successful career in hotel operations and are ready to leverage your experience in hospitality technology, this could be an excellent opportunity to take your career in a new direction.

WHAT YOU WILL DO

As a  Customer Success Associate (CSA)  at Frontline Performance Group (FPG), you will support our Customer Success Consultants in delivering exceptional service to hospitality clients across Europe.

You will play an important role in driving customer engagement, platform adoption, and retention while helping hotel teams maximize the value of FPG's IN-Gauge platform.

Your responsibilities will include supporting customer relationships, coordinating administrative activities, resolving data-related issues, and conducting targeted client training and support sessions.

You will initially focus on supporting properties that require additional guidance, as well as high-performing properties that benefit from periodic engagement.

As you develop your expertise and demonstrate success, you may have the opportunity to manage your own portfolio of clients and grow into a Customer Success Consultant role.

HOW YOU WILL DO IT

Customer Success & Relationship Management

- Support Customer Success Consultants in managing client relationships and ensuring a positive customer experience.
- Conduct client-facing meetings and training sessions focused on platform adoption, performance improvement, and specific customer needs.
- Build strong relationships with hotel leadership and operational teams, serving as a trusted resource.
- Support properties requiring additional attention to improve engagement, adoption, and performance.
- Provide coverage for Customer Success Consultants during absences or scheduling conflicts.
- Collaborate with regional and global colleagues to share best practices and improve the customer experience.

Platform Adoption & Training

- Develop expert-level knowledge of FPG's IN-Gauge platform through structured onboarding and ongoing training.
- Support customers throughout their onboarding journey, including training, certification, and platform adoption.
- Help hotel teams effectively utilize platform features, including forecasting, goal setting, performance tracking, and incentive management.
- Monitor customer engagement and identify opportunities to improve platform utilization.
- Provide guidance and troubleshooting support to ensure customers receive maximum value from the platform.

Data Management & Administrative Support

- Serve as a liaison between customers, Customer Success Consultants, and internal data teams to resolve data-related issues.
- Support the data ticketing process, ensuring timely resolution and accurate reporting.
- Communicate with customers to obtain missing information and address data discrepancies.
- Maintain accurate property information, user access, and account assignments across internal systems.
- Assist with invoice reconciliation for European accounts.
- Recognize and share customer successes with the Customer Success team and leadership.

Client Engagement & Travel

- Conduct virtual meetings and training sessions with hotel clients across Europe.
- Occasionally travel to regional client locations to support training, strengthen relationships, and enhance the customer experience.
- Travel may be required up to 20% of the time.

REQUIRED QUALIFICATIONS

- Previous hotel management experience is required , preferably in roles such as Duty Manager, Night Manager, Front Office Manager, Front Desk Manager, Guest Relations Manager, Revenue Manager, or similar hospitality leadership positions.
- Fluent in English and at least one Eastern European language.
- Must currently reside in Dubai, UAE.  Relocation assistance is not provided.
- Strong understanding of hotel operations, guest services, and performance management.
- Excellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical audiences.
- Strong relationship-building skills and a customer-focused mindset.
- Technologically proficient and comfortable learning new software platforms.
- Excellent organizational skills with the ability to manage multiple priorities.
- Strong problem-solving, critical thinking, and decision-making abilities.
- Self-motivated, adaptable, and able to work both independently and collaboratively.
- Willingness to travel occasionally, up to 20%.

PREFERRED QUALIFICATIONS

- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Previous experience in B2B customer support, account management, or customer success.
- Experience working with hospitality technology, hotel property management systems (PMS), or SaaS platforms.
- Experience delivering training, coaching, or presentations to hotel teams.
- Familiarity with hotel performance metrics, revenue management, and operational reporting.

COMPENSATION

- AED 7,500 per month + monthly incentives

BENEFITS

- Medical insurance
- Dubai employment visa
- 30 working days of annual leave
- Professional development and training
- Opportunity for career progression into a Customer Success Consultant role
- Exposure to an international client portfolio across Europe