Training & Onboarding Specialist DE-ES

Where: Galway (Ireland)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in German and Spanish

The Role
Customer Onboarding Specialist
The role of the Customer Onboarding Specialist is to set up and configure SiteMinder’s customers across German / Italian / French 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.

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 German / 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.

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