Ensure every FOH venue is set up for success: from go-live through ongoing adoption and support.
What You'll Do
- Own the onboarding experience for new venues from signed contract to live system.
- Train venue teams (front desk, reservations, events) on FOH modules.
- Monitor platform adoption and proactively flag at-risk accounts.
- Respond to and resolve support escalations within SLA.
- Conduct regular check-ins and quarterly business reviews with venue GMs.
- Document venue configurations, workflows, and edge cases in the internal knowledge base.
What Good Looks Like
- Time-to-go-live within agreed SLA.
- High weekly active usage across onboarded modules.
- Low escalation-to-churn conversion.
- Venue teams self-sufficient within 30 days of go-live.
Must-Have
- 1–3 years in customer success, onboarding, or technical support.
- Exceptionally organised and patient under pressure.
- Strong written and verbal communication in Arabic and English.
- Comfortable conducting training sessions (in-person and remote).
Nice-to-Have
- Experience with hospitality operations or POS/reservation systems.
- Familiarity with WhatsApp Business API or CRM platforms.
Compensation
- Competitive base salary.
- Performance bonus tied to retention and CSAT metrics.