Customer Onboarding Specialist – Hotels

Title: Customer Onboarding Specialist – Hotels

Location: USA-

If you are enthusiastic about hospitality and want to be a part of a game-changing technology solution, then it’s time for you to come party with us at Tripleseat! Join us in our mission to revolutionize the industry with innovative and cutting-edge solutions.

The Hotel Customer Onboarding Specialist is an integral part of the Customer Success Team. This role owns the customer relationship during the onboarding phase and operates with much autonomy while building and fostering these relationships. The Customer Success journey will begin immediately post sale with the Onboarding Specialist leading the implementation project product training.

This position is open for remote candidates eligible to work in the United States. If a candidate is local to our Concord MA office, this will be a hybrid position.

What you will do:

• Lead the customer onboarding journey, starting with the customer kickoff call
• Deliver high-quality training and instruction that positions the product as the best solution to meet the customer’s vision
• Drive adoption and expectations at the beginning stage of the customer journey with Tripleseat
• Listen and empathize with the customer to ensure the Tripleseat system is set up for their specific needs
• Ensure onboarding criteria are completed before transitioning to the next step in the customer’s journey
• Keep all projects organized and fully utilize all provided tools to document progress
• Become a Tripleseat subject matter expert
• Communicate specific customer needs clearly with assigned Professional Service Representative
• Coordinate ancillary features and integrations such as data import, pms integrations and more
• Discuss any escalated or complicated needs with the Hotel Customer Success Leadership team
• Become established as a trusted advisor and industry thought leader through identifying, creating, and promoting compelling insights
• Proactively handle conflict situations and offer creative solutions
• Assist in training new Tripleseat products
• Provide support and insight regarding hotel product to Customer Support team, Account Managers, Billing, Sales and Marketing as needed
• Assist in creating and implementing onboarding and customer success processes and materials
• Assist the enablement Team in creating internal and customer facing educational materials as needed
• Other duties as requested by management

What we are looking for:

• Minimum of 2 years experience in the Hotel industry specifically in Group Sales & Catering
• Experience selling and detailing group room blocks and events
• Bachelor’s degree preferred
• Driven: No one needs to push you to excel; it’s just who you are.
• Excellent communication and presentation skills.
• Experience with project management software, salesforce, google suite, zoom a plus
• Tripleseat, Delphi or other hotel sales & catering software experience required
• Property Management System (pms) experience required
• Ability to prioritize and stay organized to complete items by the deadline
• Has an understanding and passion for the hospitality industry
• Possess strong customer empathy and a solid sense of humor

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
• Pet Insurance: Tripleseat recognizes the importance of pets in employees’ lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

Here at Tripleseat, we make sure that everyone has a seat at the table. That’s why we’re proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued – Everyone Included.