[{{ $ctrl._job.status.name | translate}}] Customer Training & Onboarding Specialist - Italian & English Bilingual
SiteMinder

Posted

Job description

SiteMinder is leader of the hotel technology space, challenging the status quo to provide innovative cloud-based products that allow hotels to connect with their guests. As a workplace, we also challenge the norm by hiring talented employees who are eager to help us expand our presence and establish SiteMinder as the leading cloud platform for hotels.

Now with five core offices around the world and over 30,000 (and counting) hotels using our software, we’ve come a long way from our humble beginnings in Sydney, Australia. After solidifying Europe as our largest customer base, we launched our Galway office in 2016 and continue to dominate the European market through aggressive expansion and top notch service. SiteMinder may no longer be considered a tech startup, but we do strive to retain the same forward-thinking ambition and dynamic energy that made has made us an industry pioneer.


The Role
Customer Onboarding Specialist

The role of the Customer Onboarding Specialist is to set up and configure SiteMinder’s customers across Italian and English speaking Europe with the SiteMinder product they have purchased and then provide ongoing technical and non-technical training. The Customer Onboarding Specialist is responsible for correctly implementing the software product and teaching the customer how to use it, ensuring the customer gets the full benefit of SiteMinder’s product while simultaneously providing a high level of customer satisfaction.

Sound like you fit in?

Then we’d love to hear from you! Please submit your CV through the job board and our Talent Acquisition team will keep you informed of any next steps or the status of your application.

Requirements

As a Customer Onboarding Specialist, you will:

  • Qualify customer requirements in a courteous and effective manner, preparing customers for technical implementation and identifying the appropriate setup requirements.
  • Identify and communicate the most appropriate training requirements for each customer.
  • Deliver a high standard of customer training via telephone, Skype, face-to-face communication and any other avenues when necessary.
  • Clearly communicate SiteMinder’s support procedures to customers to ensure ongoing satisfaction with SiteMinder’s customer service.
  • Assume ownership of customer problems and seek to identify, respond and resolve any issues before they become a conflict, ensuring a satisfactory solution for both SiteMinder and the customer.
  • Manage daily caseloads effectively, ensuring customers progress appropriately through the onboarding lifecycle in order to become a paying customer.
  • Regularly meet and/or exceed individual key performance indicators (KPIs) with cases appropriately prioritized.
  • What you bring:
  • 1-2 years of experience working in a KPI and service level agreement (SLA) driven environment, ideally within a software-as-a-service (SaaS) company.
  • Some experience or familiarity with hotel and/or travel technology is highly preferred.
  • Exceptional Italian and English communication skills, both verbal and written.
  • A passion for the online technology space and a strong technical aptitude.
  • Strong problem solving abilities and a high level of customer service.
  • Goal-oriented: motivated to set and exceed targets.
  • What SiteMinder brings (our perks!):
  • Supportive management who love coaching and growing talented people
  • Great city centre location with waterfront views of the harbour
  • Contemporary, collaborative office space with the latest technology
  • First class product training programme on our market leading products that solve real problems
  • Various travel and industry-related discounts
  • Weekly office happy hours and regular employee events
  • Unlimited coffee and tea and company-paid "breakfast bar"
  • Global exposure. With over 500 employees in our international offices (Sydney, London, Bangkok and Galway) and 30,000+ hotels using our software in more than 100 different countries, you are guaranteed to interact with colleagues and customers across the globe.
  • SiteMinder's values:
  • Think customer - See everything from the customer's perspective.
  • Be in the game - Passionate high performers, no spectators.
  • Own it, finish it - Be decisive and accountable.
  • OK is not OK - Make what you do great, challenge the status quo and innovate.
  • Be candid- Have regular, open and sometimes difficult conversations.
  • Job type
    Fulltime job
    Location
    Galway, Ireland
    Department
    Other
    Languages
    English
    Starting in
    As soon as possible

    SiteMinder

    As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

    SiteMinder’s products include The Channel Manager, the industry’s leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world’s major GDSs.

    With more than 26,000 hotel customers and 400 of the industry’s top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.

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