Technical Onboarding Specialist

Inntopia is seeking a Technical Onboarding Specialist to support the successful implementation, configuration, and ongoing technical support of Inntopia's Marketing Cloud platform. This role serves as a critical bridge between our partners, account management teams, product teams, and engineering resources to ensure successful onboarding, system integrations, and ongoing platform performance.

The ideal candidate combines strong technical aptitude with excellent communication skills and a passion for helping clients maximize the value of technology solutions. This position will be responsible for client onboarding, software configuration, technical troubleshooting, quality assurance testing, integration support, and ongoing platform maintenance.

Primary Responsibilities

Client Onboarding & Implementation

• Configure and deploy Marketing Cloud environments for new clients.
• Perform client setup activities including user configuration, permissions, account structure, and platform customization.
• Install, configure, and maintain Host Adapter integrations.
• Configure Queue Director and maintain historical configuration records.
• Assist with API integration setup, testing, documentation, and user onboarding.
• Configure and support Acoustic, Active Campaign, and other marketing automation platforms during implementation and cutover activities.
• Coordinate onboarding tasks with Account Managers, Product, Engineering, and Client Success teams.
• Document implementation requirements, configurations, and onboarding procedures.

Technical Support & Platform Administration

• Provide technical support for Host Adapter integrations and monitor critical daily processing activities.
• Support API Gateway operations, including troubleshooting existing integrations and assisting with new integration deployments.
• Perform quarterly National Change of Address (NCOA) maintenance and processing.
• Support Mountain Collective scan processing and related troubleshooting.
• Manage Insight platform security settings, user access, permissions, and account administration.
• Investigate and resolve platform, integration, and data-related issues.
• Collaborate with engineering teams to identify, document, and resolve software defects.

Quality Assurance & Testing

• Perform QA testing for Insight platform enhancements and bug fixes.
• Test web extensions, APIs, and integration workflows.
• Validate data accuracy, system performance, and functionality during implementation and release cycles.
• Create and maintain test plans, test cases, and implementation validation procedures.
• Assist with regression testing for platform updates and releases.

Process Improvement & Technical Operations

• Document technical procedures, onboarding processes, and support workflows.
• Identify opportunities to improve implementation efficiency, support processes, and system reliability.
• Collaborate with Product and Engineering teams to improve client onboarding experiences.
• Assist in developing technical documentation and internal knowledge base resources.
• Support special projects and platform enhancement initiatives as assigned.

Required Skills & Experience

• 5+ years of experience supporting software implementations, onboarding, technical support, or SaaS platforms.
• Strong technical troubleshooting and problem-solving abilities.
• Experience working directly with clients in a customer-facing technical role.
• Basic understanding of SQL queries, data structures, and database concepts.
• Experience using API testing and development tools such as Postman.
• Familiarity with REST APIs, webhooks, and system integrations.
• Experience using remote connection and remote support software.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Excellent written and verbal communication skills.
• Ability to document technical processes clearly and effectively.
• Ability to work independently while collaborating effectively across teams.

Preferred Qualifications

• Experience with marketing automation platforms such as Acoustic, ActiveCampaign, Salesforce Marketing Cloud, HubSpot, or similar technologies.
• Experience supporting CRM platforms and customer databases.
• Familiarity with hospitality, travel, ecommerce, or resort technology systems.
• Understanding of software development lifecycles and Agile methodologies.
• Experience with QA testing methodologies and test case creation.
• Experience supporting data integrations, ETL processes, or middleware platforms.
• Exposure to AI-powered productivity tools and workflow automation platforms.
• Demonstrated ability to improve processes, streamline workflows, and increase operational efficiency through technology and automation.

Success Measures

• Successful onboarding and launch of new Marketing Cloud clients.
• Timely resolution of technical support issues and integration requests.
• High client satisfaction during implementation and post-launch support.
• Accurate and complete system configurations and documentation.
• Identification and implementation of process improvements that enhance scalability, efficiency, and client experience.

What We Offer:

Entirely remote jobs that could be performed in Colorado: Employees can expect to be paid a salary of  between $60,000 to $90,000. Additional compensation may include a bonus or commission. Additional benefits include health care, vision, dental, retirement, Flexible Time Away, sick leave, and more. This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.