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Client Success Manager

Singapore

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.

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

ABOUT THE JOB:

You’ll be responsible for cultivating strong client relationships, ensuring customer satisfaction, ensuring customer value attainment, and driving product adoption and retention in a dynamic product company environment. Requires proactive communication, strategic problem-solving, and a customer-centric approach to achieve business objectives.  

WHAT WILL YOU DO:

  1. Empower clients to achieve strategic goals, demonstrate and gain agreement that this value has been delivered. 
  2. Act as the primary point of contact for clients to address any issues and concerns promptly and effectively.
  3. Play a pivotal role in ensuring the success and satisfaction of our clients. This individual will be responsible for managing relationships with clients, intuiting their needs, and ensuring that our solutions exceed their expectations, and that they act as advocates for Unifocus.
  4. Apply your understanding of hospitality business models to help the client identify benefits, how to measure the value, and then help them prove it.
  5. Influence prioritization of client needs within Unifocus across the product, engineering and client experience teams.
  6. Identify opportunities for upselling and cross-selling Unifocus solutions to existing clients.
  7. 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.
  8. Monitor client satisfaction and provide regular reports to management on client health and success metrics. 
  9. Conduct regular check-ins and business reviews with clients to ensure ongoing satisfaction, value achievement, and identify areas for improvement. 
  10. Ensure accurate Client billing for their use of Unifocus products and services.
  11. Develop, and implement, and evolve client success strategies and best practices, proactively enhancing the overall client experience. 
  12. Provide training and support to clients on Unifocus products and services as needed, including assisting with some configuration and setup, as needed.
  13. Actively contribute to maintaining a low churn rate, with relentless focus on value achievement. 
  14. Commit to continuous professional development, keeping abreast with current industry trends, tools, technologies, and opportunities and attending conferences, seminars, and workshops. 
  15. Performing all other duties and responsibilities as assigned.

WHAT ARE WE LOOKING FOR:

  1. Bachelor's degree in Business Administration, Hospitality Management, or a related field. 
  2. Deep hospitality knowledge, including at least 2 years experience working in hospitality roles 
  3. Minimum of 3 years of experience in a client-facing role, preferably in a client success or account management capacity within the hospitality or workforce management industry. 
  4. Ability to engage authentically with clients at the highest level (Director, VP, etc.).
  5. Strong interpersonal and communication skills, with the ability to build and maintain relationships at all levels of an organization. 
  6. Should be fluent in English and know Mandarin. A further regional language would be welcome.
  7. Proven track record of managing and growing client accounts. 
  8. Excellent problem-solving and analytical skills. 
  9. Ability to work independently and as part of a team in a fast-paced environment. 
  10. Proficiency in CRM software and Microsoft Office Suite.

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:

  1. Health insurance
  2. Paid time off
  3. A hybrid environment that promotes a healthy work-life balance
  4. Parental leave
  5. Professional development assistance
  6. Referral program