Hybrid Customer Onboarding Specialist

at SiteMinder

• Job title: Customer Onboarding Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Manila, Philippines

About the role

• Customer Training Specialist role at SiteMinder, ensuring successful product use via customer training. Engaging customers in APAC through innovative online training sessions for a leading hotel commerce platform.

Responsibilities

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

Requirements

• 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.

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