Customer Onboarding Manager

2 weeks ago

Miami, United States Reeco Full time

About Us

Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. Think of it like this: while hotels are all about luxury and convenience, their operations are often stuck in the ‘90s. From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive. That’s where we come in With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork.


Why Reeco

At Reeco, we live by our core values, which we call Heartt: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. We’re on a mission to provide simple, powerful solutions for our customers with the same dedication they put into serving their guests.

Did we mention we’re one of the fastest-growing companies to watch for 2024-2025? Join us and help build the future of hospitality tech


Key Responsibilities

Customer Onboarding:

  • Lead the onboarding process for new clients, ensuring a smooth and efficient transition to our platform.
  • Conduct personalized training sessions and create comprehensive onboarding materials to educate clients on our software's features and functionalities.
  • Develop and maintain an onboarding timeline and checklist, tracking progress and addressing any issues that arise.

Implementation and Configuration:

  • Assist clients in setting up and configuring our software to meet their specific needs and requirements.
  • Collaborate with clients to understand their business processes and provide tailored solutions to optimize their use of our platform.

Customer Support and Troubleshooting:

  • Serve as the primary point of contact for clients during the onboarding phase, providing timely and effective support.
  • Troubleshoot and resolve any technical issues or challenges clients may encounter during the implementation process.

Client Relationship Management:

  • Build strong, long-lasting relationships with new clients, ensuring a positive onboarding experience.
  • Gather feedback from clients to continuously improve the onboarding process and enhance customer satisfaction.

Cross-Functional Collaboration:

  • Work closely with the sales team to understand client expectations and ensure a smooth handoff from sales to onboarding.
  • Collaborate with the product team to provide feedback on user experience and suggest improvements based on client needs.

Documentation and Reporting:

  • Maintain detailed records of onboarding activities, client interactions, and progress.
  • Generate regular reports on onboarding status, client feedback, and areas for improvement.


Qualifications

Experience:

  • 2+ years of experience in an onboarding, implementation, or customer success role, preferably in a tech startup or software company.
  • Experience in the hospitality industry or working with hospitality software solutions is a plus.

Skills:

  • Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
  • Strong organizational and project management skills, with the ability to manage multiple onboarding projects simultaneously.
  • Problem-solving mindset with a proactive approach to addressing client needs and challenges.
  • Proficiency in using onboarding and CRM tools.
  • Bilingual English/Spanish

Education:

  • Bachelor’s degree in Business, Hospitality Management, Information Technology, or a related field, or equivalent experience.


What We Offer

Competitive Salary and Benefits:

  • A competitive salary package and comprehensive benefits, including health insurance, retirement plans, and paid time off.

Growth Opportunities:

  • The opportunity to grow with a fast-paced startup and take on increased responsibilities as we expand.

Innovative Environment:

  • Work with a talented and passionate team dedicated to transforming the hospitality industry through technology.


How to Apply:

Ready to join a company where your work has a real impact? Send us your resume, and don’t forget to share why Heartt resonates with you

At Reeco, we believe in working smart, staying humble, and always bringing our best. Let’s change the future of hospitality together. Only Qualified leads will be answered.

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