At a Glance
- Tasks: Support clients in using our innovative software and ensure their success.
- Company: Join a growing tech company transforming the hospitality industry.
- Benefits: Enjoy competitive salary, health insurance, and a hybrid work environment.
- Other info: Dynamic team culture with opportunities for professional growth and development.
- Why this job: Kickstart your career in SaaS while making a real impact on client success.
- Qualifications: Degree or relevant experience, customer-focused mindset, and strong communication skills.
The predicted salary is between 30000 - 36000 £ per year.
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 environments. We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite.
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
- 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.
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.
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.
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.
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.
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.
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
Client Success Executive employer: Unifocus
Unifocus is an exceptional employer that values innovation and collaboration, offering a dynamic work culture where employees can thrive. With a strong focus on professional development, team members are encouraged to grow their skills through hands-on training and diverse project experiences in the vibrant hospitality sector. Located in a bustling area, the company provides unique opportunities for networking and career advancement while ensuring a supportive environment that prioritises employee well-being and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unifocus. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Unifocus before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Unifocus:Your cover letter is your chance to shine! Tell us why you want to work at Unifocus specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Unifocus!
How to prepare for a job interview at Unifocus
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
