Customer Onboarding Specialist - Remote Eligible

Customer Training Specialist

At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together!

We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we're the world's leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder's technology every year.

About the Customer Onboarding Specialist role... We're looking for a Customer Training Specialist to join our Customer Onboarding team. Using your passion and skill for customer service you will be responsible for the set up, training and success of SiteMinder's APAC customers when they purchase a SiteMinder product.

Our hotel customers are spread across APAC so our training sessions are completed via video where you'll use an engaging and informative style to ensure our customers understand how to use the products and benefit from all its features.

Don't fear, we won't throw you in the deep end. We provide you with the product and internal software training and pair you with a seasoned buddy to perform mock training before we have you training our customers.

All we ask of you is an amazing, go getting attitude and your passion for providing and striving for a positive customer experience (this we can't train!).

What you'll do...

1. Qualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementation
2. Deliver a high standard of customer training on the chosen SiteMinder product via telephone or Skype
3. Clearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer service
4. Take ownership of customer's problems and seek to identify, respond and resolve any customer issues
5. Manage daily caseloads effectively, ensuring that customers are progressing appropriately through the onboarding lifecycle to becoming a paying customer.
6. Take ownership of customer's problems and seek to identify, respond and resolve issues before it becomes a conflict, ensuring a satisfactory solution for SiteMinder and the customer.
7. Establish and set customer expectations from the outset and deliver against the customer expectation, individual KPI's and team SLA's.
8. Demonstrate commitment to the team's work, to ensure the team achieves its goals, objectives and SLA's.

What you'll have:

• Qualify customer requirements in a courteous and effective manner, and identify the appropriate setup requirements.
• Prepare customers for core product technical implementation by Customer Configuration Analysts.
• Deliver a high standard of customer training via the telephone, Skype, face–to-face communication and any other avenues when necessary.
• Clearly communicate SiteMinder's support procedures to the customer to ensure the customers ongoing satisfaction with SiteMinder's customer service.
• A self-starter with the ability to multi-task, manage his/her own time and work under pressure.
• Experience working within an SLA and KPI driven environment.
• Thrive in a fast-paced, agile and dynamic environment.

Our Perks & Benefits...

• Equity packages for you to be a part of the SiteMinder journey
• Hybrid working model (in-office & from home) / Fully remote
• Mental health and well-being initiatives
• Generous parental (including secondary) leave policy
• Paid birthday, study and volunteering leave every year
• Sponsored social clubs, team events, and celebrations
• Employee Resource Groups (ERG) to help you connect and get involved
• Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.