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.
The Customer Onboarding Manager leads the SiteMinder Onboarding team to deliver smooth onboarding experiences and maintain high customer satisfaction. This role ensures the team meets SiteMinder’s service level agreements (SLAs) and individual key performance indicators (KPIs).
What you'll do...
Manage onboarding for all SiteMinder products and services, focusing on customers in the APAC/Asia region
Act as a subject matter expert for product knowledge to support and guide Onboarding Analysts
Monitor training sessions and performance to ensure customer satisfaction and KPI achievement
Maintain and improve onboarding processes, procedures, and policies for consistent service quality
Identify and mitigate risks related to onboarding attrition and customer dissatisfaction
Coordinate training schedules and set-live dates clearly and professionally
Support the team in providing helpful information and advice to new customers
Promote continuous improvement and collaboration within the team
What you have...
Effective team leadership and mentoring
Account management and customer relationship experience
Ability to identify and implement process improvements
Focus on enhancing productivity and efficiency
Willingness to share knowledge and collaborate globally
Ability to review work quality while motivating the team
Experience analysing data to inform action plans
Confident delivery of engaging training sessions
Ability to operate across several computer platforms and common browsers (Firefox and Chrome)
Accountability for managing cases from start to finish
Strong customer service and conflict resolution skills
Experience working in SLA and KPI-driven environments
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.
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What We Do
SiteMinder’s innovative online platform offers hotels and accommodation providers a comprehensive range of products and solutions to manage and streamline the distribution of their rooms across a wide selection of direct and indirect channels, take bookings from guests and communicate with guests.
The global company, headquartered in Sydney with offices in Bangalore, Bangkok, Barcelona, Berlin, Dallas, Galway, London and Manila, generates more than 100 million reservations worth over US$35 billion in revenue for hotels each year.
SiteMinder was voted Best Channel Manager, Best Booking Engine, & Best Ecommerce Platform by Hotel Tech Report in 2023.
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