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