Customer Success Onboarding Specialist

About the position

ThinkReservations is seeking a motivated and customer-focused Onboarding Specialist to join our Customer Success team. As an Onboarding Specialist, you will play a key role in ensuring new customers have a seamless and successful experience when getting started with our products/services. Your primary focus will be to guide new customers through the onboarding process, ensuring they understand the full capabilities of our solution and helping them achieve their initial success.

Responsibilities

• Coordinate and manage the onboarding experience for all ThinkReservations products & services for new and returning clients to ensure smooth adoption of our products and services.
• Complete configuration of client accounts based on their individual needs.
• Collaborate with the sales, operations, and engineering teams to ensure configuration deadlines are met in a timely manner.
• Work closely with Customer Success Managers, Sales, and Support teams to ensure a smooth transition through the customer journey and identify opportunities for continued customer engagement.
• Conduct remote training sessions with new clients and their staff.
• Occasional in-person training may be required which may require overnight travel (approximately 1 to 3 weeks of the year, typically within the United States).
• Identify and offer opportunities to expand client feature adoption.
• Address and overcome clients’ unique product concerns during the Onboarding process.
• Analyze training needs to recommend improvements to client training programs.
• Maintain detailed records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Stay up-to-date with product updates, new features, and industry trends to provide the best possible customer support and guidance.
• Collect customer feedback on onboarding experiences and work with cross-functional teams to improve processes and resources for future customers.
• Learn and master new features, products, services & onboarding processes as they are introduced.
• Assist Manager of Customer Success with other duties as assigned.
• Act as the On-Call representative for after-hours customer support approximately 4 weeks per year.

Requirements

• High school diploma or equivalent.
• Proven experience in a customer-facing role, ideally in customer success, onboarding, or support.
• We prefer candidates who have been in the lodging industry and/or previous customer onboarding experience for 1+ years.
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritize tasks to meet deadlines.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Problem-solving abilities with a focus on customer satisfaction.

Nice-to-haves

• Bilingual in English and Spanish a plus!

Benefits

• Remote first working environment.
• Company Medical Insurance - We cover 100% of the employee only premium on the base plan!
• Dental, Vision, Short Term Disability, and Life Insurance available at a group rate.
• 15 days PTO which increases throughout your tenure!
• Paid Sick Time that is accrued per bi-weekly pay period.
• 8 Paid Company Holidays.
• Bereavement, Voting and Parental Leave.
• Access to 401K Company Plan.
• Equipment stipend to help you set up your home office!
• A company provided computer with any associated technical equipment such as keyboard, mouse, external monitor, etc.