Frontline Performance Group

Business Operations

• Provide operational and administrative support to the Business Development Team and Customer Success Leadership by maintaining accurate customer information, supporting Salesforce administration, coordinating customer data within IN-Gauge, and assisting with business development initiatives that contribute to company growth.
• Serve as the first point of contact for prospects and clients and as a principal source of information for the Business Development Team and Customer Success Leadership.
• Ensure comprehensive and up-to-date knowledge of FPG’s unique selling points, features, amenities, and services throughout the business development and customer success teams.
• Calculate and present potential revenue analysis for hotels/groups to be used in sales proposals
• Develop proposals/presentations for the business development team
• Support the business development team with product demonstrations
• Coordinate client meeting activity/develop client meeting materials for above property events
• Input and maintain prospect and customer information within Salesforce, ensuring data accuracy, completeness, and consistency while coordinating with Commercial Operations as needed.
• Produce Salesforce, IN-Gauge, and Tableau reports, dashboards, and administration to support Business Development, Customer Success Leadership, and operational reporting.
• Work closely with the marketing department on lead generation activity, event management administration and event attendance where needed
• Support the sales team with travel planning and expense management
• Be the go-to support team member at HQ for the Sales team
• Maintain IN-Gauge client profiles, tenant mappings, and customer records.
• Respond to internal requests for customer information, reporting, and account documentation.
• Identify opportunities to improve operational processes and internal efficiencies.

Business Development Operations Coordinator

Customer Success Manager

• Lead and facilitate the customer activation process, ensuring a captivating onboarding experience
• Drive the implementation and ongoing maintenance of The Foundation Framework
• Promote and support the adoption and utilization of the IN-Gauge software platform
• Commit to continuous self-led learning, always maintaining IN-Gauge ‘super user’ proficiency
• Collaborate with regional and global peers, fostering the exchange of best practices and seeking innovation insights
• Champion the client recognition tool, encouraging client leadership to actively engage using IN-Gauge
• Regularly communicate program performance to key property leadership, outlining support needs monthly, partnering with the General Manager role or equivalent
• Lead quarterly program reviews with key stakeholders
• Initiate conversations with internal leadership regarding upsell opportunities
• Represent FPG at industry events, conferences, networking functions, and marketing activities to strengthen relationships, enhance brand visibility, and identify new business opportunities
• Occasionally, up to 20% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience

Business Development Operations Coordinator

Customer Success Consultant – Hospitality