Client Onboarding Manager

Summary

Join Lighthouse in revolutionizing the hospitality sector as an Onboarding Manager - Integrated Products. Set up customers for immediate success by facilitating the onboarding process, educating new customers on our BI solution, and ensuring smooth adoption of our products.

Requirements

• Bachelor’s degree or equivalent experience
• Minimum of 3 years experience in a customer-facing role such as account management, customer success, customer care or sales
• (SaaS) implementation & onboarding experience of RMS/BI, Channel Manager or PMS solutions in the hospitality tech space
• Excellent product knowledge
• Excellent oral and written communication skills
• Great presentation skills & comfortable with one-on-one or one-to-many training sessions
• Feeling comfortable collaborating with C-level professionals
• Ability to break down complex technical processes into bite-sized topics and deliver it to different levels
• Ability to spot expansion opportunities
• Capacity to understand a client’s business and needs
• Obsessed with account health and product adoption
• Desire to deliver the customer a top notch experience
• Ability to work independently and manage multiple priorities
• Ability to cross-functionally collaborate with different and diverse internal stakeholders

Responsibilities

• Manage the entire BI onboarding process for new customers, from implemented properties to onboarding, ensuring customers understand our products and get value as quickly as possible
• Deliver confident training sessions which educate and enable new users, illustrating the benefits of our BI product, effectively communicating value to customers and instilling confidence and belief in the product
• Lead a Welcome call in which you are introducing the customer to the process and setting expectations for timeframes/needed docs
• Wear customers’ shoes: provide world-class service and white glove experience
• Leverage feedback for continuous improvement to the onboarding process. Assist in mapping out the perfect onboarding journey
• Develop a deep understanding of customers' needs, by getting all the info from both Sales and Implementation depts
• Bring your own personality to develop rapport and meaningful relationships with customers, building connections and gaining trust
• Collect product feedback from customers and share it with the relevant teams such as sales, customer care or engineering
• Keep focused on a healthy user/subscription adoption
• Build a strong partnership with both Sales and Implementation teams, ensuring solid communication, coordination and alignment

Benefits

• A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
• Unlimited time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• Two annual Wellbeing Days, on top of your personal holidays, when we take some time away from our computers with the entire company
• Workshops and frameworks that help employees realize their full career potential
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• The chance to grow and evolve the data culture at a fast-growing scale-up
• A compensation program that values your work and which we will proactively keep competitive
• 401k matching up to 4%
• The option of three health insurance plans from Blue Cross Blue Shield that will suit your personal needs. 99% company contribution towards the base plan and 50% coverage for dependents and spouses 25 dollars/month contribution to HSA
• We know not everyone relaxes the same way; therefore, we’ve opted to support your general wellbeing by subsidising up to 80% of your monthly ClassPass subscription
• A referral bonus scheme when you bring new talent to our #bestteamever!