At a Glance
- Tasks: Support clients in maximising their use of our innovative software platform.
- Company: Join a growing team at Unifocus, a leader in workforce management solutions.
- Benefits: Enjoy health insurance, paid time off, and a hybrid work environment.
- Other info: Dynamic culture with opportunities for professional growth and development.
- Why this job: Kickstart your career in SaaS while making a real impact in the hospitality industry.
- Qualifications: Degree or equivalent experience, customer-focused mindset, and strong organisational skills.
The predicted salary is between 60000 - 70000 £ 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, 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.
- 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 in London 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.
