Customer Success Onboarding Specialist
ThinkReservations
full-time
Posted on:
Location Type: Hybrid
Location: Alaska, Colorado, Florida, Maine, Massachusetts, Minnesota, Missouri, New York, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Utah, Virginia, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $25 - $28 per hour
Job Level
Junior
About the role
- 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.
Requirements
- 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!
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer onboardingtraining designcurriculum developmentcustomer supportfeature adoption analysis
Soft skills
communicationmultitaskingprioritizationinterpersonal skillsnegotiationconflict resolutionproblem-solvingcustomer satisfaction
Certifications
high school diploma