Customer Onboarding Manager

1 month ago

Miami, United States Reeco Full time

About Us

Reeco is a rapidly growing tech startup revolutionizing the hospitality industry with our innovative software solutions. Our mission is to empower hotels, restaurants, and other hospitality businesses to enhance their operations and deliver exceptional guest experiences through cutting-edge technology. We are seeking a dedicated and detail-oriented Onboarding Specialist to join our team and ensure a seamless onboarding experience for our clients.


Position Overview

As an Onboarding Manager, you will play a crucial role in setting our clients up for success from day one. You will be responsible for guiding new customers through the implementation process, ensuring they are fully equipped to use our software effectively. Your role will involve close collaboration with our sales, customer success, and product teams to deliver an outstanding onboarding experience.


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

If you are passionate about helping customers succeed and eager to make a significant impact in the hospitality software space, we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you are a great fit for this role.

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