Position Summary
As an Onboarding Specialist, you'll be the beacon guiding hotel clients through their transition from traditional methods to their innovative digital platform. You will be responsible for establishing a strong relationship with new prospects as well as maintaining a strong relationship with existing accounts. Your effective communication and interpersonal skills will help you succeed as an Onboarding Specialist.
Essential Duties and Responsibilities
- Educating customers and optimize their product setup for the quickest path to success.
- Conduct onboarding meetings, company presentations, and product demos.
- Eliminate roadblocks in the way of customers' goals: product issues, implementation, support issues, customer knowledge gaps, or simply poor product understanding.
- Understand and align with customer goals and challenges.
- Foster robust relationships across diverse organizational levels.
- Spearhead success planning and Executive Business Reviews.
- Educate users on maximizing offerings.
- Actively gather and relay customer feedback to internal teams.
- Collaborate cross-functionally to enhance the customer journey.
- Innovate and implement process improvements for team efficiency and service quality.
Knowledge, Skills, and Abilities
- 2-3 years in a Customer Success or Customer Onboarding role.
- Demonstrated capability in nurturing customer relationships and managing service lifecycles.
- Proven experience in guiding customers to maximize product utility
- Aptitude for data analysis and deriving actionable insights.
- Leadership traits showcasing assertiveness, problem-solving, and a growth mindset.
- Exceptional communication skills.
- Experience in engaging with senior executives.
- Ability to thrive in a dynamic environment.
- Background in hotel operations, preferably in Food & Beverage.
- Spanish proficiency. Preferred.
- Previous stint in a start-up atmosphere. Preferred.
- Familiarity with Zendesk and Customer Success platforms.
Education & Experience
- Bachelor's Degree or equivalent experience