Tevalis is a well-established and rapidly growing industry-leading EPOS, Enterprise, and integrated technology solutions provider with offices in the UK, Middle East, and APAC regions. Using our development expertise and industry knowledge, we build in house EPOS systems, solutions, and services to the hospitality industry of all shapes and sizes, from single independent operators to enterprise multi-site chains and leading brands. We currently support on-premises systems and enterprise platforms for more than 2,000 operators globally. Our clients operate in key sectors that include Restaurants, Food Halls, Pubs and Clubs, Quick Service and Kiosks, Hotels, Theatres and Cinemas, Private Members’ Clubs, Hotels, Leisure Venues and Stadia & Arena.
We are looking for a dedicated Client Success Advisor to join our Client Success Team. You will help our customers achieve their goals, working to ensure they have the right hardware, software and integrations in place to be able to run their hospitality operations. You will manage a portfolio of existing customers focused on product adoption, satisfaction and customer retention.
This role is ideal for someone developing their career in Customer Success or Account Management with future opportunities to progress into field-based roles. You will build long-term relationships with hospitality operators, becoming a trusted consultant, identifying opportunities to upsell and cross-sell products helping to maximise usage and value. Key goals will include reducing churn and re-contracting with customers and you will also work closely with internal teams to ensure customer satisfaction.
The base salary is £30,000 per year, with potential total earnings (OTE) reaching up to £45,000 annually.
Please note Tevalis do not offer sponsorship. You must have valid Right to Work in the UK documentation before applying for this position and be able to commute to our Head Office in Hessle.
Role and responsibilities
* Proactively build and maintain collaborative relationships with existing accounts to drive retention.
* Identify and convert opportunities to upsell and cross sell other products, integrations and services from the Tevalis product suite.
* Maintain strong internal relationships to enable understanding of customer issues and prompt actions to resolve with particular focus on technical support, finance, projects and system build teams.
* Document conversations, opportunities and actions within company systems and supporting tools to enable reporting and ensure consistency in approach.
* Negotiate re-contracting with customers, following the opportunity management process.
* Act as key point of contact and co-ordinator for conflict resolution and complaints from customers when they are unhappy with Tevalis.
* Monitor and report on key metrics for internal purposes and to aid conversations with customers.
* Become a trusted advisor to the customer and ensure multiple stakeholder relationships are cultivated within their organization.
* On rare occasions, some UK travel with an overnight stay may be required for this role.
Skills and experience
* Experience of account management and/or sales (in enterprise software/SaaS is a plus).
* Great at building relationships internally and externally. Collaborative.
* Organised. Able to prioritise and multitask being very efficient in time management.
* An excellent communicator particularly by video call or by phone.
* A motivated, natural problem solver who demonstrates initiative.
* Able to analyse data and trends to inform activity, decisions and approach.
* Experience of contract negotiations in line with company policy and discount guidelines.
* Proficient in technology tools including Salesforce CRM, Halo Service Desk or similar software.
* Experience of the hospitality industry would be a bonus but is not essential.
* Full, clean driving licence and access to own vehicle is preferrable.
What we offer
* Additional holidays: 25 days plus bank holidays, plus up to 5 extra days for 5 years service (pro rata)
* Birthday off: Paid day off on your birthday
* Enhanced company sick pay: Above statutory requirements
* Enhanced maternity pay: Supporting working families
* Enhanced paternity pay: Supporting working families
* Death in service life insurance: 3 x salary from from day 1
* Leave policies: Bereavement, compassionate, and special circumstances leave
* Employee referral programme: Earn rewards for successful referrals
* Employee Assistance Programmes: Including Unum Help@Hand, Coyle Health & Well-being, and access to the local on-site gym, along with employee perks and discounts platform
* Free on-site parking: No parking costs at our Hessle office
* Company pension: 3% employer contribution, 5% employee contribution
* Branded workwear: Professional appearance support
If you are passionate about enhancing client experiences and driving success in the hospitality industry, we invite you to apply today and join our dynamic team at Tevalis Ltd!
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