Work Ireland, Jobs in Ireland, Employment Ireland

Customer Onboarding Specialist

10/01/2018

Job Description

The role of the Customer Onboarding Specialist is to set up and configure SiteMinder’s customers across Spanish 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.

 

About the role

  • 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.

About the ideal candidate

  • 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 Spanish 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 27,000+ hotels using our software in more than 100 different countries, you are guaranteed to interact with colleagues and customers across the globe.

Our 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.
To apply for this position, please submit your CV through the job board or email Samantha Longinotti, Global Talent Acquisition Consultant, at samantha.longinotti@siteminder.com for direct enquiries.
For assistance on arrival in English, Spanish, French and Italian contact our colleagues at EazyCity, www.eazycity.com.

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