SiteMinder

Onboarding Specialist

• Oversee the onboarding for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers based in the LATAM/AMERS market.
• Be a Subject Matter Expert for training on SiteMinder labeled products. Have an in-depth understanding of the technology, the service you deliver, and the tools you use in order to mentor the Onboarding Analysts.
• Monitor and analyze your team’s training sessions in line with your KPI’s, to ensure that individual Onboarding Analysts are delivering a high level of customer satisfaction and meeting their KPIs.
• Adopt and enforce the relevant processes, procedures and policies of SiteMinder’s Onboarding Team to ensure a consistently high level of customer service. Where necessary identify shortfalls in the process and procedures and suggest process improvements.
• Ensure improved Onboarding success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented.
• Managing expectations for scheduling training and set-live dates in an assertive manner, ensuring that customers’ training is completed effectively and on time.
• Help the team to provide value add information and advice to new customers
• Managing expectations for scheduling training and set-live dates in an assertive manner.

Customer Onboarding Manager

Customer Success Manager

• Be a trusted advisor to our customers, helping them achieve their goals and maximise their revenue
• Quickly develop rapport with customers over the phone and guide them to adopt our products
• Develop deep product knowledge and the ability to demonstrate how to optimise our products for the customer’s needs
• Meet KPIs related to revenue expansion and customer adoption scores
• Manage your pipeline and performance to SLAs and KPIs

Customer Success Specialist

Account Executive

• Client acquisition - Create new opportunities and upsell current customers. You will be responsible for the full sales cycle, from outreach to demo and closing.
• Achieving sales KPIs and targets - Working towards daily, weekly and monthly targets and finalize all sales in a timely manner.
• Presentation and negotiation – Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner. Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins.
• CRM maintenance – Maintain accurate records of your business development activities on SiteMinder's CRM system.
• Client feedback – Provide client feedback on products to the Product Team so that products can be reviewed in line with the feedback.
• Partner management – Work with local industry groups and travel associations to promote SiteMinder’s products and brand. Attend key functions and events, requiring occasional travel to client locations to attend meetings with relevant managers.

Account Executive, Spanish

• Take ownership of customer onboarding from start to finish
• Understand customer requirements and prepare the right setup for a smooth implementation
• Deliver engaging product training sessions via video or phone
• Proactively identify potential issues or delays and take action to resolve them
• Manage multiple customers at different stages of onboarding, keeping everything organized and on schedule
• Set clear expectations with customers and follow through on commitments
• Work closely with teammates to ensure shared goals and service levels are achieved
• Look for ways to improve processes and enhance the customer experience

Software Onboarding Specialist

Artificial Intelligence

• Own the internal data and AI asset portfolio and transformation roadmap
• Align priorities, dependencies, resourcing, and governance with the Data & Business Systems strategy
• Oversee backlogs, roadmaps, and releases for internal data and AI assets, ensuring they are useful, scalable, documented, safe, and easy to adopt
• Shape ideas into clear use cases with defined value, effort, risk, and success measures
• Ensure every initiative has a simple business case and measurable outcomes
• Provide oversight across initiatives to manage scope, risks, dependencies, and benefits
• Track outcomes such as productivity, revenue, conversion, churn, and time-to-insight
• Lead cross-functional governance for AI and data transformation
• Align priorities across Go To Market, Support, Success, Onboarding, Business Systems, and the central AI and data portfolio
• Partner with senior leaders across business, product, and engineering to facilitate decisions, resolve trade-offs, and represent AI and data transformation in planning forums
• Lead change management for new AI and data capabilities
• Drive communication, training, and adoption so teams use new tools effectively
• Lead and develop key roles across change, product ownership, and AI enablement
• Build a culture of experimentation, collaboration, and continuous improvement

Director – AI & Data Transformation

Solutions Engineer

• Partner with Account Executives on discovery calls to identify hotel operational pain points, revenue gaps, and distribution inefficiencies
• Act as a subject matter expert in hotel operations, revenue management, and hospitality technology throughout the sales cycle
• Support mid-to-late stage opportunities by clearly articulating business value, ROI, and measurable outcomes
• Deliver tailored product demonstrations aligned to each hotel’s size, segment, and distribution strategy
• Translate platform capabilities into outcomes such as increased direct bookings, reduced OTA dependency, and improved operational efficiency
• Respond confidently to technical and operational questions from hotel stakeholders during the sales process
• Train and enable Sales teams on hospitality fundamentals including RevPAR, ADR, channel mix, and hotel tech ecosystems
• Contribute to sales playbooks and best practices across different hotel segments (independent, boutique, enterprise, multi-property groups)
• Help elevate the overall consultative selling approach across the North America sales organization

Solutions Consultant – Hospitality, Hotel Tech

Customer Onboarding Specialist – EMEA

Sales

• Manage and coach a team of 8-10 sales executives, setting clear expectations of performance and measuring against this in order to meet or exceed budget expectations
• Conduct regular sales team meetings, one-to-ones and coaching/training sessions in an effort to drive accountability and improve sales performance, while at the same time motivating your team
• Assess the sales pipeline of each sales executive and the team as a whole to prepare regular sales forecasts for senior sales management
• Review the key performance indicators for each team member to drive the right activities/outcomes, while at the same time offering guidance on how to improve
• Build, report on and communicate key metrics to track success of campaigns, events, and marketing activities in the region