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Client Success Manager

United Kingdom

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

UniFocus’ software is designed to: 

  1. Enhance staff productivity
  2. Lower property labour costs
  3. Help manage all the various on-site employees to strict labor standards that drive efficiency without sacrificing guest satisfaction
  4. Efficiently execute daily operational workflows
  5. Provide insights into individual and department performance to highlight areas within a property that have been exceeding expectations or having frequent issues
  6. Increase asset life

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. 

Visit https://www.unifocus.com for more details

ABOUT THE JOB:

The Client Success Manager is critical to the success of the rollout and sustainability of comprehensive Workforce Management Solutions for our Clients. This position plays a key role in the analysis and improvement of appropriate labor resource utilization and the development of metrics to monitor Clients’ progress, serving as an advocate for both the Clients and the company.

WHAT WILL YOU DO:

  • Maintain a positive relationship with our Clients, functioning as an advocate for concerns.
  • Conduct periodic status calls to ensure the Client uses our applications best.
  • Conduct 4 business reviews per quarter to help attain the most effective products for the Client.
  • Manage the upgrade process to make sure that the Clients are being upgraded as appropriate, thus ensuring that they have access to the latest features and functionality of our products.
  • Act as an escalation point for any software support issues the Client may be experiencing.
  • Maintain up-to-date information about the Client using tools.
  • Conduct sales demonstrations and/or training as requested.
  • Ensure accurate Client billing for their use of Unifocus products and services.
  • Engage in cross-selling and upselling actions to promote other Unifocus solutions.
  • Maintain contact with key members of Client organizations as they move through their professional careers.
  • Commit to continuous professional development, keeping abreast with current industry trends, tools, technologies, and opportunities, and attending conferences, seminars, and workshops.
  • Inform Senior management when a Client Account is at risk.
  • Actively contribute to maintaining a low churn rate by responding to all Client emails.

WHAT ARE WE LOOKING FOR:

  • Minimum 5 years of experience in the hospitality industry, managing Client relationships, or related field.
  • A College degree in business, finance, hospitality, or a related field required with commensurate experience is also considered.
  • Strong attention to deadlines and detail – ability to handle multiple tasks simultaneously.
  • Excellent interpersonal skills and the ability to work collaboratively and independently with minimal supervision.
  • Robust oral and written communication and presentation skills.
  • A high degree of computer literacy; working knowledge of Microsoft Office suite.
  • Basic knowledge of accounting, marketing, sales, service, and HR processes.
  • Highly skilled in financial analysis, productivity performance, and resource allocation and utilization related to organizational operations.

THE UNIFOCUS EXPERIENCE:

The physical, mental, emotional and financial health of our people is something we always care about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.

WE OFFER (of-course, in addition to your compensation):

  • Health and medical insurance
  • Paid time off
  • A flexible working environment meaning we strike the balance of what you need and what works for the business
  • A hybrid approach to the future of work
  • Parental leave
  • Professional development assistance
  • Referral program