Customer Onboarding Specialist

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Customer Onboarding Specialist Role (EMEA)...

We're looking for a Customer Training Specialist to join our Customer Onboarding team. Using your passion and skill for customer service, you will be responsible for the setup, training, and success of SiteMinder's EMEA customers when they purchase a SiteMinder product.

Our hotel customers are spread across EMEA (Europe, Middle East, and Africa), so our training sessions are completed via video, where you'll use an engaging and informative style to ensure our customers understand how to use the products and benefit from all their features.

Don't worry, we won't throw you in the deep end. We provide product and internal software training and pair you with a seasoned buddy to perform mock training before you start training our customers.

All we ask of you is an amazing, go-getting attitude and your passion for providing and striving for a positive customer experience—this we can't train!

What you’ll do…

• Qualify customer requirements, identify the appropriate setup requirements, and prepare customers for core product implementation

• Deliver a high standard of customer training on the chosen SiteMinder product via telephone or video meeting

• Clearly communicate SiteMinder's support procedures to ensure ongoing customer satisfaction

• Take ownership of customer problems and seek to identify, respond to, and resolve any issues

• Manage daily caseloads effectively, ensuring that customers are progressing appropriately through the onboarding lifecycle to become paying customers

• Establish and set customer expectations from the outset and deliver against customer expectations, individual KPIs, and team SLAs

• Demonstrate commitment to the team's work to ensure the team achieves its goals, objectives, and SLAs

What you’ll have…

• Ability to qualify customer requirements courteously and effectively, identifying appropriate setup requirements

• Prepare customers for core product technical implementation by Customer Configuration Analysts

• Deliver high-quality customer training via telephone, Skype, face-to-face communication, or other channels as necessary

• Clearly communicate SiteMinder’s support procedures to ensure ongoing customer satisfaction

• Be a self-starter with the ability to multitask, manage your own time, and work under pressure

• Experience working in an SLA- and KPI-driven environment

• Thrive in a fast-paced, agile, and dynamic environment

• Flexible and willingness to support EMEA business hours in a hybrid work set-up

Our Perks & Benefits

• Equity packages to be part of the SiteMinder journey

• Hybrid working model (in-office & from home)

• 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 (ERGs) to help you connect and get involved

• Investment in your personal growth with training for advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.