Customer Solution Success Manager…
The Role- Core Accountabilities
• Full accountability for a segment of Fourth’s customers; becoming embedded in their businesses.
• Ensuring full visibility of each customer’s business objectives and supporting them in achieving them.
• Ensuring that every Customer has a strategic plan aligned with their business objectives- current usage, next projects, how Fourth’s solutions will continue to add value. Understanding where each customer is in Solution Maturity and ensuring Fourth is guiding them along this path.
• Maximising user adoption and return on investment for Fourth’s customers.
• Proactively identifying opportunities to up/ cross sell, working with the allocated Sales Manager to ensure that targeted opportunities are realized.
• Working with customers to proactively understand their business and offer practical advice where they are not achieving ROI and offering solutions and creating advocacy within the customer base.
• Driving & utilizing solution usage statistics to better understand user engagement and adoption to target customers for Success health checks and projects.
• Maximising user adoption of Fourth Solutions through Success projects and customer health checks.
• Taking on complex customer queries and facilitating an effective resolution.
• Sharing information appropriately with regards to the strategic direction of the customer and trends in technology requirements to support shaping the direction of Fourth, it’s services and solutions.
Required experience/ qualifications
• A minimum of 2 years’ experience of working in an Consultative, Implementation, Account Management or Customer Success role previously is required, or experience at an Operations/ Area Manager level from within hospitality.
• The ideal applicant must have experience of dealing with c-suite/ board level contacts
• A willingness to travel where appropriate and attend networking functions past office hours on rare occasions.
• This person will need to be articulate and professional exceptionally organised and exemplary communication skills are required.
• You should be excited and engaged in the hospitality industry- you love people and enjoy the vibrant hospitality scene.
• Experience working in the hospitality industry is advantageous as this gives a great head start with the language, processes and where customers can seek to get value from their solutions.
• The ability to unpick complex issues and resolve these and/or engage the appropriate Fourth teams.

• Proven track record at Fourth,  or a similar role externally; demonstrated by 2+ years’ experience in an applicable domain
• Capable of account managing complex, global accounts with multiple contact points OR multiple Fourth solutions in situ
• Demonstrates management of multiple complex accounts with a clear understanding of how to correctly prioritise work whilst maintaining quality standards
• Demonstrates gravitas as an expert in their field
• Creatively uses resources to achieve results
• Clearly maps conversations and maintains direction
• Prioritises incoming work and sets realistic expectations with ease
• Thinks and plans strategically with proven results, as a result of the strategy designed
• Compose and maintains complex account plans with  proven multi-level influence across the relationship maps
• Regularly reviews and adjusts strategy against '3,6,9' customer plans.  Shows aptitude in specificity  against these plans
• Demonstrates account ownership and leadership in meetings and communication
• Demonstrates persuasion and negotiation skills through honest and effective conversations
• Able to quickly adapt and respond appropriately to changing circumstances
• Effectively manages internal resources to drive the customer agenda
• Expert customer and domain knowledge and the ability to articulate that knowledge appropriately
• Understands the global scale of Fourth's reach and can articulate 'best practice' amongst industry sectors, across scales, and across multiple organization
• Seen as an expert thought leader in articulating current trends

Please note where applicable, some presence in a local Fourth office will be required when not traveling.

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