Customer Success Onboarding Specialist

Job Description:

Position: Customer Success Onboarding Specialist

FLSA Classification: Full Time, Non-Exempt (Hourly)

Reports to: Manager of Customer Success

Schedule: Monday through Friday, 8 hours shift between 9am and 10pm ET, 11am to 7pm ET Preferred

States Eligible for Hire: AK, AR, CO, DE, FL, ME, MA, MI, MN, NY, OH, OK, PA, SC, TX, UT, VA, WA

Who We Are:

ThinkReservations is one of the leading hospitality technology platforms in the United States. With more than 2,000 businesses using our property management system, channel manager, booking engine, website design and digital marketing services, we are focused on bringing innovative tools and functionality that will allow our customers to pursue growth and deliver exceptional guest experiences. At ThinkReservations, we work together every day to be the top of mind choice in our industry as the all-in-one solution for our customers. 

Job Overview:

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.

Job 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. 

Preferred Qualifications:

• 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.
• Bilingual in English and Spanish a plus!

What ThinkReservations Can Offer You:

• 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.