Customer Onboarding Specialist

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.

About the Customer Onboarding Specialist role...

The Onboarding Specialist is responsible for ensuring SiteMinder’s product is correctly implemented and that customers understand how to use it to gain maximum value—leading to high levels of customer satisfaction.

What you'll do...

• Manage daily caseloads to ensure customers progress through the onboarding lifecycle toward becoming paying customers.

• Take ownership of customer issues, identifying and resolving concerns early to ensure mutually satisfactory outcomes for both the customer and SiteMinder.

• Set and manage customer expectations from the outset, delivering against customer goals, individual KPIs, and team SLAs.

• Contribute actively to team success by supporting the achievement of collective goals, objectives, and SLAs.

What you have...

• Professional level of English

• This role will work EMEA hours (mid-shift hours)

• Qualify customer requirements in a courteous and effective manner and identify the appropriate setup needs.

• Prepare customers for the core product technical implementation performed by Customer Configuration Analysts.

• Deliver high-quality customer training via phone, video calls (e.g. Skype), face-to-face communication, and other relevant channels as needed.

• Clearly communicate SiteMinder’s support procedures to customers to support ongoing satisfaction with SiteMinder’s service.

• Manage multiple tasks effectively, prioritize time efficiently, and work well under pressure.

• Operate confidently in a service level agreement (SLA) and key performance indicator (KPI)-driven environment.

• Can thrive in a fast-paced, agile, and dynamic setting.

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey

- Hybrid working model (in-office & from home)

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.