Customer Onboarding Specialist – Hotels

Welcome to our team, where our passion for hospitality merges with innovative technology. We’re dedicated to transforming the hospitality industry with our cutting-edge solutions.

As the market leader, our cloud-based catering and event management platform is trusted by over 15,000 restaurants, hotels, and event venues. Our goal is to make booking, planning, and managing events and group blocks seamless, ultimately increasing sales and revenue for our clients. 

We’re looking for driven and motivated professionals who share our enthusiasm for technology in the hospitality industry. If you’re passionate about hospitality and excited to be part of a revolutionary technology solution, then it’s time to join us! Be a part of our mission to innovate and elevate the industry with our state-of-the-art solution. 

Role Overview: Hotel Customer Onboarding Specialist 
This position is responsible for managing customer relationships during the onboarding phase, operating with significant autonomy to build and nurture these relationships. The Customer Success journey begins immediately after the sale, with the Onboarding Specialist leading the implementation project and product training. 

This role is open to remote candidates eligible to work in the United States, with a preference for those on the East Coast. Local candidates to our Concord, MA office will have a hybrid work arrangement. 

Key Responsibilities 
Lead the Onboarding Journey 
Initiate the customer onboarding process with a kickoff call, ensuring a smooth handover from sales to implementation. Provide high-quality training that positions our product as the best solution for the customer’s needs. 

Drive Adoption and Set Expectations 
Encourage product adoption from the start and set clear expectations. Listen to and understand customers’ needs, customizing our system setup accordingly. 

Ensure Seamless Transitions 
Meet all onboarding criteria before moving customers to the next phase. Keep projects organized and maintain detailed documentation using our tools. 

Become a Subject Matter Expert 
Master our platform and communicate customer needs to the Professional Service Representative. Coordinate additional features and integrations, such as data import and PMS integrations. 

Handle Escalations and Offer Solutions 
Address any escalated or complex customer needs by collaborating with the Hotel Customer Success Leadership team. Manage conflict situations proactively and propose creative solutions. 

Train and Support 
Assist in training on new products and provide insights to various teams, including Customer Support, Account Managers, Billing, Sales, and Marketing. Help develop and implement onboarding and customer success processes and materials. 

Educational Material Development 
Work with the Enablement Team to create internal and customer-facing educational materials. 

Additional Duties 
Perform other tasks as requested by management. 

Ideal Candidate Profile 
We are seeking individuals with at least two years of experience in the hotel industry, specifically in Group Sales and Catering. The ideal candidate should have experience in selling and detailing group room blocks and events, with a bachelor’s degree preferred. 

Attributes and Skills 

• Self-Motivated: You naturally strive for excellence. 
• Strong communication and presentation skills. 
• Proficiency with project management software, Salesforce, Google Suite, and Zoom is a plus. 
• Required experience with Property Management Systems (PMS). 
• Strong organizational skills to prioritize and meet deadlines. 
• Deep understanding and passion for the hospitality industry. 
• Strong customer empathy and a good sense of humor.

Our Commitment to Employees 
We truly value our employees and emphasize their well-being and happiness. We believe our people are the driving force behind our success and strive to create a positive and supportive work environment. Here are some of the awesome benefits that we offer 

Comprehensive Health Coverage 
We provide competitive medical, dental, and vision insurance to ensure our employees’ health and well-being. 

Company-Paid Insurance Plans 
We offer life insurance, short-term, and long-term disability plans to protect our employees in unforeseen circumstances. 

401(k) with Company Match 
Our retirement plan includes a company match, helping employees save for their future. 

Parental Leave 
We support work-life balance by offering parental leave for new parents, whether through birth, adoption, or foster care. 

Flexible Paid Time Off 
We believe in work-life harmony and offer flexible paid time off to maintain a healthy balance. 

Join us in our journey to revolutionize the hospitality industry and be part of a team that values innovation, passion, and collaboration. Together, we can create extraordinary experiences and drive success for our clients.