Eligible for remote work in Alaska, Arkansas, Colorado, Delaware, Florida, Maine, Maryland, Michigan, Minnesota, New York, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Utah, Virginia, Washington.
ThinkReservations is one of the leading hospitality technology and service platforms in the United States. With more than 2,000 businesses using our property management system, channel manager, booking engine, and website design and digital marketing services, we are focused on bringing innovative tools and functionality that will allow our customers to pursue growth and deliver exceptional guest experiences. At ThinkReservations, we work together every day to be the top of mind choice in our industry as the all-in-one solution for our customers.
We’re looking for a Customer Success Onboarding Specialist to join our fully-remote team. This is the ideal role for an exceptional communicator that excels in time management, is passionate about enabling customers’ success with a software product, and is excited for an opportunity to contribute to the improvement of our products and services as we expand into new markets.
As the Customer Success Onboarding Specialist you will be responsible for building relationships with new clients to provide a positive first experience with ThinkReservations and ensure realization of value in our products and services. You will spend your day meeting with new customers to gain an understanding of their business and the needs they would like us to address, then setting up customer accounts to ensure their needs are met.
What You’ll Do
- 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.
- Conduct remote training sessions with new clients and their staff. Occasional in-person training may be required.
- 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.
- Process account closure requests with focus on retention efforts and customer satisfaction.
- Maintain detailed records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Learn and master new features, products, services & onboarding processes as they are introduced.
- Assist Manager of Customer Success as needed.
- Act as the On-Call representative for after-hours customer support approximately 4 weeks per year.
- Overnight travel possible approximately 1 to 3 weeks of the year, typically within the US
What You’ll Bring:
- Strong listening and reading comprehension skills, as well as the ability to relay information effectively in both oral and written form.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- A penchant for empathy and service with a customers first mindset.
- Demonstrated experience solving complex problems through troubleshooting and appropriate decision making.
- Exceptional time management skills with the self-drive work ethic and the ability to manage your own schedule to prioritize effectively.
- A penchant for empathy, patience, and service with a customer focused mindset
- Ability to adapt to changing situations and client needs and maintain composure and professionalism during customer interactions.
- A level of technical proficiency to understand new software and features quickly and successfully educate others on best practices for using the software.
- Experience with Customer Support Software, Project Management Software, Multimedia Conferencing Software, and Office Productivity Software a plus.
- 2+ years of Lodging industry experience (preferred)
- 1+ year of customer onboarding experience (preferred)
- High school diploma or equivalent
- An area in your home with limited distractions that can act as a home office.
- Able to work on-call shifts
Compensation & Benefits:
- $23.00 – $28.00/hour
- Fully remote work & team
- Company health insurance plan, we cover 75% of the employee premium
- Dental, Vision, Short Term Disability, and Life Insurance available at a group rate
- Generous Paid Time Off
- Paid Parental Leave
- Access to 401K Company Plan
- Company provided computer, essential technical equipment and $500 stipend for home office
This is a remote opportunity but candidates must reside in the US.