Customer Onboarding Specialist
SiteMinder
full-time
Posted on:
Location Type: Hybrid
Location: Manila • Philippines
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About the role
- Qualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementation
- Deliver a high standard of customer training on the chosen SiteMinder product via telephone or Skype
- Clearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer service
- Take ownership of customer's problems and seek to identify, respond and resolve any customer issues
- Manage daily caseloads effectively, ensuring that customers are progressing appropriately through the onboarding lifecycle to becoming a paying customer.
- Take ownership of customer’s problems and seek to identify, respond and resolve issues before it becomes a conflict, ensuring a satisfactory solution for SiteMinder and the customer.
- Establish and set customer expectations from the outset and deliver against the customer expectation, individual KPI’s and team SLA’s.
- Demonstrate commitment to the team’s work, to ensure the team achieves its goals, objectives and SLA’s.
- Flexible and willing to support EMEA business hours.
Requirements
- Qualify customer requirements in a courteous and effective manner, and identify the appropriate setup requirements.
- Prepare customers for core product technical implementation by Customer Configuration Analysts.
- Deliver a high standard of customer training via the telephone, Skype, face–to-face communication and any other avenues when necessary.
- Clearly communicate SiteMinder’s support procedures to the customer to ensure the customer's ongoing satisfaction with SiteMinder’s customer service.
- A self-starter with the ability to multi-task, manage his/her own time and work under pressure.
- Experience working within an SLA and KPI driven environment.
- Thrive in a fast-paced, agile and dynamic environment.
Benefits
- Equity packages for you to be a part of the SiteMinder journey
- Hybrid working model (in-office & from home) / Fully remote
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer trainingtechnical implementationcustomer configurationproblem resolutiononboarding lifecycleSLA managementKPI management
Soft skills
communicationownershipflexibilityself-startermulti-taskingtime managementworking under pressureteam commitment