Job Description

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.





You will build relationships primarily over video calls or by phone, becoming a trusted consultant, responsible for maximising product usage and value. You will identify and close opportunities to cross-sell and upsell Tevalis products and integrations. Responsible for arresting churn and re-contracting with customers you will also work closely with internal teams to ensure customer satisfaction.

Roles 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. 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 products or service. 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. Monitor and report on key metrics for internal purposes and to aid conversations with customers. Document conversations, opportunities and actions within company systems and supporting tools to enable reporting and ensure consistency in approach. Become a trusted advisor to the customer and ensure multiple stakeholder relationships are cultivated within their organization. Some travel is required for this role, and with some overnight stays.

Required Skills, Experience & Personal Qualities

Experience of sales and/or account management in enterprise software/SaaS is very important. An excellent communicator particularly by video call or by phone. B2B call centre sales experience is a big plus. Great at building relationships both internally and externally. Collaborative. Organised. Able to prioritise and multitask being very efficient in time management. Able to analyse data and trends to inform activity, decisions and approach. Experienced in contract negotiation and pricing in line with company policy and discount guidelines. A motivated, natural problem solver who demonstrates initiative. 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.

Benefits

Additional Holidays (up to 5 extra days for 5 years service pro rata) Birthday Off Enhanced Company Sick Pay Enhanced Maternity Pay Bereavement Leave Compassionate Leave Special Circumstances Leave Employee Referral Programme Coyle Health & Well-being including local gym membership at Bridgehead Business Park Health Assured (Wisdom) Mental Health Support Bright Exchange (part of Wisdom) Employee Perks & Discounts Free On Site Parking Company Pension (currently 3% ER, 5% EE) * Smart Casual Dress Code