Customer Onboarding Manager

SiteMinder

Customer Onboarding Manager overseeing onboarding for SiteMinder products. Focusing on customer satisfaction in LATAM/AMERS with team leadership and mentoring responsibilities.

Posted 6/2/2026full-time🇲🇽 MexicoMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Strong team leadership/ mentoring skills
Account management experience
Ability to continuously identify and implement process improvements
Ability to identify and implement productivity and efficiency improvements
Ability to innovate and share with global community
Have the ability to oversee and correct employee’s work, whilst still inspiring and motivating them
Analyze Dashboards and reports to create action plans for improvement and continuous improvement outcomes
Ability to deliver training sessions with a high level of energy, enthusiasm and customer engagement
Ability to operate across several computer platforms (Mac and Wintel) and common browsers (Firefox and Chrome)
Takes ownership of Cases from end to end
Great capacity for customer interaction and conflict resolution
Experience working within an SLA and KPI driven environment

Benefits

Comp & perks

Hybrid working model (in-office & from home)
Private Health Insurance
Life Insurance
Paid training
Food vouchers
Mental health and well-being initiatives
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

account managementprocess improvementsproductivity improvementsefficiency improvementstraining deliveryKPI analysiscustomer satisfaction monitoringonboarding managementrisk management

Soft Skills

team leadershipmentoringcustomer engagementconflict resolutioninspirationmotivationassertivenessinnovationcommunication