Global Implementation Lead

WHO WE ARE

Join FPG and become part of a dynamic team dedicated to elevating service and revenue excellence. With over 30 years of expertise, we’ve perfected the art and science of optimizing frontline performance. The unique artistry of our inspiring FPG team with the cutting-edge science of our proprietary technology, IN-Gauge – we have set the benchmark in technology and training. Our global footprint extends across world-renowned brands in the hospitality and automotive industries, spanning more than 100 countries and boasting over 60,000 app users.

At FPG, we are committed to unlocking the full potential of individuals and transforming the frontline role. Our culture is built on empowerment, passion, and continuous growth. When you join us, you’re not just a part of a company – you’re joining a movement that believes in the potential of people and their ability to make a difference. Experience a fulfilling career with us, where your aspirations meet opportunities.

You are a result driven professional with experience coordinating complex, multi-region SaaS or hospitality technology implementations. You thrive at the intersection of operations, technology, and customer success, ensuring every activation runs efficiently, on schedule, and with measurable outcomes.

You may come from backgrounds such as:

• A SaaS Implementation Specialist or Onboarding Manager who has successfully managed concurrent activations and is ready to step up to a global coordination role.
• A Technical Professional Services or Technical Account Manager with hands on deployment experience who excels at bridging technical teams and customer stakeholders.
• A Technical Project Coordinator or Integration Lead familiar with POS, PMS, or other hospitality systems, adept at identifying and removing bottlenecks to accelerate delivery.

You combine:

• A strong operational mindset focused on process excellence, scalability, and time-to-value.
• Customer facing communication skills that build trust and ensure smooth onboarding experiences.
• Technical fluency to understand dependencies, integrations, and automation opportunities across systems and teams.
• You are motivated by structure, collaboration, and measurable impact—and you bring the discipline and curiosity needed to continuously improve how global implementations are delivered.

As the Global Implementation Co-Ordinator, you will act as the central point of control for all customer implementation across Frontline Performance Group’s hospitality technology solutions. This role ensures seamless deployment, efficient time-to-market, and governance over implementation frameworks, data integrity, and training processes. The Co-Ordinator will manage communications, monitor team performance, and guide customers through the crucial first 90 days of onboarding to ensure long-term success.

In addition, the role will proactively monitor customer health and adoption, ensuring that customers derive measurable value from IN-Gauge and addressing risks of under utilization or churn.

Key responsibilities include:

• Customer Onboarding & Engagement:
  Oversee the primary point of contact role for customers during the first 90 days of onboarding, ensuring consistency, clarity, and momentum throughout the process.
• Manage all communications, meetings, and touchpoints with customers to align expectations and accelerate deployment.
• Escalate commercial or account-related risks (e.g., churn signals, misalignment on contract scope, adoption blockers) to the Sales organization in a timely and structured manner
• Oversee the Customer Success Handoff, ensuring a smooth transition from implementation to long-term account management and customer success teams.
• Provide proactive Risk Management by identifying technical, operational, or customer-related risks and implementing mitigation strategies.
• Monitor and drive customer adoption of IN-Gauge features, identifying gaps in usage and collaborating with Product teams to resolve them.
• Drive Training Oversight by ensuring customers receive appropriate training, tracking completion, and measuring knowledge retention.

Implementation Process & Automation

• Lead…