Customer Onboarding Manager

Reeco - Miami, FL

Full-time - Mid Level

Miami, FL

Real Estate

About the position

The Customer Onboarding Manager at Reeco is responsible for leading the onboarding process for new clients in the hospitality industry, ensuring a smooth transition to the company's platform. This role involves conducting training sessions, managing onboarding projects, and providing ongoing support to clients during the implementation phase. The position requires strong communication and organizational skills, as well as a proactive approach to problem-solving.

Responsibilities

• Lead the onboarding process for new clients, ensuring a smooth and efficient transition to our platform.
• Conduct personalized training sessions and create comprehensive onboarding materials to educate clients on our software's features and functionalities.
• Develop and maintain an onboarding timeline and checklist, tracking progress and addressing any issues that arise.
• Assist clients in setting up and configuring our software to meet their specific needs and requirements.
• Collaborate with clients to understand their business processes and provide tailored solutions to optimize their use of our platform.
• Serve as the primary point of contact for clients during the onboarding phase, providing timely and effective support.
• Troubleshoot and resolve any technical issues or challenges clients may encounter during the implementation process.
• Build strong, long-lasting relationships with new clients, ensuring a positive onboarding experience.
• Gather feedback from clients to continuously improve the onboarding process and enhance customer satisfaction.
• Work closely with the sales team to understand client expectations and ensure a smooth handoff from sales to onboarding.
• Collaborate with the product team to provide feedback on user experience and suggest improvements based on client needs.
• Maintain detailed records of onboarding activities, client interactions, and progress.
• Generate regular reports on onboarding status, client feedback, and areas for improvement.

Requirements

• 2+ years of experience in an onboarding, implementation, or customer success role, preferably in a tech startup or software company.
• Experience in the hospitality industry or working with hospitality software solutions is a plus.
• Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
• Strong organizational and project management skills, with the ability to manage multiple onboarding projects simultaneously.
• Problem-solving mindset with a proactive approach to addressing client needs and challenges.
• Proficiency in using onboarding and CRM tools.
• Bilingual English/Spanish.
• Bachelor's degree in Business, Hospitality Management, Information Technology, or a related field, or equivalent experience.

Benefits

• Competitive salary package and comprehensive benefits, including health insurance, retirement plans, and paid time off.
• The opportunity to grow with a fast-paced startup and take on increased responsibilities as we expand.
• Work with a talented and passionate team dedicated to transforming the hospitality industry through technology.