Customer Onboarding Specialist Hospitality SaaS

• Take over customer relationship as soon as the sales are closed/ contract is signed.
• Coordinate setup requirements internally and with the customer.
• Complete software set up onboard customers successfully.
• Provide training to the customer and then hand over the customer to the customer support team for ongoing email and phone support.
• Maintain a relationship with the customer on a regular basis. Brief them of new features.
• Crosssell and Upsell to the customer over time.
• Responsible for contract renewals.
• Own overall relationship with assigned clients
• Ensure retention and satisfaction of all assigned clients
• Aid clients in achieving their goals

• Must have worked in a SaaS company in any role/ discipline.
• Must have software setup training and customer onboarding experience.
• Upsell customers to switch to higher software plans.
• Excellent computer skills including Microsoft Office suite Gsuite by Google CRM like Hubspot/ SalesForce. You will also be using Excel Word Powerpoint Google Drive and email.
• Prior project management experience. Ability to use modern project management tools.
• Experience with at least one of the following: Asana Monday Basecamp Airtable
• Must have experience using customer support tools like Zendesk Freshdesk etc.
• Selfstarter Disciplined and Organized to prepare maintain and update your own project plan tasks and reporting.
• Analytical
• Demonstrated ability to increase customer satisfaction
• Preferred prior experience in sales or a track record of achieving KRAs
• Associate degree or equivalent

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