Customer Success Associate

Role Overview

As a Customer Success Associate at Frontline Performance Group, you will assist Customer Success Consultants by managing both administrative duties and direct interaction with clients. Your focus will be to maintain the value of our products and services throughout the client lifecycle, ensuring program engagement and net retention through proactive communication.

Key Responsibilities

• Serve as the primary intermediary between clients, data team, and Customer Success Consultants (CSCs) for IN-Gauge data ticketing processes.
• Engage with clients to clarify data and train users on resolving errors, supporting both lower-performing and high-performing properties accordingly.
• Maintain accuracy of property information and CSC assignments across systems.
• Assist with invoice reconciliation for France/Europe, supporting Accounts Receivable activities.
• Support customer training and certification efforts, helping guide client adoption of the platform including goal setting and incentive program participation.
• Collaborate regionally and globally with colleagues to share best practices and insights.
• Occasionally travel (up to 20% of time) to local client sites to strengthen partnerships and enhance client experience.
• Fill in for CSCs during their absence or overlapping commitments by leading client sessions as needed.

Learning and Development

• Complete all internal IN-Gauge training modules within the first 90 days, including specialized training on supported Property Management Systems (PMS).
• Strive towards achieving IN-Gauge 'super user' expertise through continuous self-driven learning.

Required Qualifications and Skills

• Bachelor's degree preferred.
• Experience in B2B customer support environments, ideally within a Software as a Service (SaaS) setting.
• Proficiency with technology platforms and the ability to learn new systems quickly.
• Excellent listening, questioning, and communication skills tailored for both technical and non-technical audiences.
• Self-motivated with the capacity to work independently and tackle problems through critical thinking and sound decision-making.
• Flexibility to adapt to evolving business requirements.
• Strong teamwork skills and ability to collaborate across departments.
• Fluent in English and at least one East European language.
• Must be based in Dubai.