Customer Commercial Manager

Customer Commercial Manager Our Story In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. Interested in joining our smart, fun, and talented team? Position Overview The Customer Commercial Manager acts as the customer-success-side sales rep for Independent, SMB, and edge-case Emerging accounts. The role owns and closes upsell opportunities directly for all Independent + SMB accounts that fall below the qualifying ARR threshold, applying inside sales discipline to open, qualify, and close deals rather than simply receiving pre-qualified handoffs. Opportunities that meet or exceed the ARR threshold, or that trigger a formal RFP, are escalated to the Sales/Account Executive team. Emerging-segment opportunities are only engaged when specifically directed by CS Leadership. Cross-sell, New Restaurant Opening, and new customer opportunities fall outside this role and are managed elsewhere. The role also owns Fourth's EMEA P2P supplier account management — trading relationships, onboarding, and revenue opportunities across the supplier base — consolidating commercial ownership of both customer-side opportunities and supplier-side trading relationships in a single function. Primary Responsibilities Opportunity Management & Deal Closing ● Own and close all Independent account opportunities directly, regardless of value, as Fourth's Customer Adoption commercial rep ● Own and close SMB opportunities that fall below the qualifying ARR threshold (~10% of current software ARR, per the FY26 EMEA Rules of Engagement) or that haven't triggered a formal RFP; escalate SMB opportunities that meet or exceed the threshold, or trigger an RFP, to the Sales/Account Executive team ● Engage with Emerging-segment opportunities only when specifically directed by CS Leadership, applying the same threshold-based escalation logic; cross-sell, New Restaurant Opening, new customer, read-only portal, eClock-only, and standalone Managed Services opportunities sit outside this role's scope throughout ● Stay on the opportunity team when escalating a deal to Sales, in line with Fourth's Salesforce tracking practice, to retain appropriate credit and visibility on key milestones ● Conduct solution discovery and tailored demonstrations where needed, articulating clear value propositions to secure customer commitment ● Maintain accurate, up-to-date opportunity data in Salesforce — correct Opp.Type classification, stage, close date, activities, and notes — and meet or exceed assigned revenue and quota targets Supplier Account Management — EMEA P2P Vendors ● Work with suppliers to generate qualified opportunities for new supplier trading relationships, advising on Fourth's P2P integration methods and trading agreement options ● Manage existing Enterprise supplier trading agreements to prevent attrition, planning and attending regular meetings with managed accounts ● Support Marketing and Sales by identifying supplier trends and buying-power opportunities across the customer base ● Implement and maintain tangible measures of supplier satisfaction, gathering feedback and improving processes where needed Pipeline & Forecasting Discipline ● Maintain Salesforce as the single source of truth for opportunity activity, SOWs, and time-tracking compliance ● Provide accurate, timely sales forecasts and pipeline updates to Customer Adoption and Commercial leadership Cross-Functional Collaboration ● Partner with Independent, SMB, and Emerging CSMs on opportunity identification and qualification, and with CS Leadership on scope for Emerging edge cases ● Align with Sales leadership on consistent application of Rules of Engagement thresholds when escalating qualifying opportunities ● Work with Technical Consulting to hand off closed supplier opportunities for onboarding and contracting ● Collaborate with CS leadership and Sales on complex commercial situations and pricing exceptions Key Skills and Competencies ● Proven inside sales or commercial account management experience, ideally within SaaS or technology ● Comfortable owning the full deal lifecycle for a high-volume Independent and SMB portfolio — from qualification through to close — rather than cold outbound prospecting ● Confident closer — able to run discovery, present value propositions, and negotiate commercial terms ● Strong Salesforce discipline — accurate opportunity, forecast, and pipeline management ● Commercially minded, with an aptitude for identifying revenue opportunities within existing accounts and supplier relationships ● Excellent written and verbal communication skills Preferred Experience and/or Qualifications ● Experience managing supplier, vendor, or partner trading relationships, ideally involving EDI or P2P integrations ● Background in hospitality, workforce management, or HCM technology ● Experience carrying a quota or commission-based target in a customer success or account management adjacent role ● Familiarity with structured deal qualification frameworks between CS and Sales (e.g. ARR-threshold or RFP-based Rules of Engagement) ● MEDDIC Methodology ● Salesforce & Gong Experience Benefits 🏖 Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays! ⌚️ ️Flexible working! Use our flexible working hours and hybrid working environments to manage it. 🧘‍♀️ Wellness activities and a lot of pampering included. On top of that, you can add gym subscription discounts. 💻 Laptop and equipment. 🏥 Healthcare expense claim tools! 📔 Like in life, at work we also want you to grow with certifications. 🎉 Annual meet ups! 👥 Enhanced parenting scheme! 🚲 Cycle to work scheme and season ticket loan provided. 🏦 Pension and life insurance? Several, for you to choose what looks convenient. 💷 On demand pay tools for you to be able to access salary even before the end of the month! All personal data provided by you in your application will be processed by Fourth LTD solely for our recruitment purposes. More information on Fourth LTD's privacy policy for job candidates is available here and by applying you confirm that you have read it. Fourth is an Equal Opportunity Employer All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status. Locations London Remote status Hybrid London