Customer Success Onboarding Specialist

Type: Full-Time Location: Remote Hours: Monday through Friday, 8 hour shift between 9am and 10pm ET, 11am to 7pm ET Preferred

About ThinkReservationsThinkReservations is a cloud-based SaaS Property Management System (PMS) that started after our founder set out to solve the frustrations of an innkeeper he met while traveling in Puerto Rico. With backgrounds in Software Engineering at Amazon, he and his brother created the first prototype of ThinkReservations in 2012. We have since grown to offer further features and functionality as we continue to fulfill our purpose of helping businesses succeed by designing and building effective business solutions.

About the Role + ResponsibilitiesAs the Customer Success Onboarding Specialist you will be responsible for building relationships with new clients to provide a positive first experience with ThinkReservations and ensure realization of value in our products and services. You will spend the majority of your day meeting with new customers to gain an understanding of their business and the needs they would like us to address. When you aren’t in meetings, you will be setting up customer accounts based on the information you gathered during your conversations and occasionally assisting existing customers with offboarding during account closure. Within your role as the Customer Success Onboarding Specialist, you will be asked to:
  • Coordinate and manage the onboarding experience for new and returning clients to ensure smooth adoption of our products and services.
  • Complete configuration of client accounts based on their individual needs.
  • Collaborate with the sales, finance, and engineering teams to ensure configuration deadlines are met.
  • Conduct remote training sessions with new clients and their staff. Occasional in-person training may be required.
  • Identify and offer opportunities to expand client feature adoption.
  • Address and overcome clients’ unique product concerns during Onboarding process.
  • Analyze training needs to recommend improvements to client training programs.
  • Process account closure requests with focus on retention efforts and customer satisfaction.
  • Maintain detailed records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Assist Customer Success Managers as needed.
  • Act as the On-Call representative for after-hours customer support approximately 4 weeks per year.
  • Occasional overnight travel possible up to 5% of the time, typically within the US
ThinkReservations Customer Onboarding Video

What We Are Looking For

  • Strong listening and reading comprehension skills as well as the ability to relay information effectively in both oral and written form.
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • A penchant for empathy and service with a customers first mindset.
  • Demonstrated experience solving complex problems through troubleshooting and appropriate decision making.
  • Exceptional time management skills with the ability to manage your own schedule to prioritize effectively.
  • High school diploma or equivalent
  • An area in your home with limited distractions that can act as a home office.
  • Experience with Customer Support Software, Project Management Software, Multimedia Conferencing Software, and Office Productivity Software a plus.
  • 2+ years of Lodging industry experience (preferred)
  • 1+ year of customer onboarding experience (preferred)

Employee Benefits

  • 100% remote working environment - We occasionally travel 1 to 2 times per year to meet as a team or company
  • Company Health Insurance Plan - we cover 50% of the employee’s premium
  • Dental, Vision, Short Term Disability, and Life Insurance available at a group rate
  • Paid Time Off and Paid Sick Leave
  • 7 Paid Holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the following Friday, Christmas Day
  • Paid Bereavement, Voting, and Parental Leave
  • Access to 401k Company Plan
  • Computer and essential tech equipment for your home office
ThinkReservations ensures that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact shena@thinkreservations.com.

How to apply:

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About ThinkReservations

At ThinkReservations, we are driven by our mission to provide the lodging industry with the tools they need to be successful. We create software to help businesses increase revenue, save time, and provide the guest with a better experience.

It takes a dedicated team of people to make that mission possible. If you want to work for a company where you can make a positive impact on the way people run their business, where you'll earn the respect and trust of your customers, and where you'll be challenged outside your comfort zone, then ThinkReservations is the place for you.