Customer Onboarding Specialist, EMEA in Liverpool

Hi, we’re Actabl. We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests.
• Champion Innovation: We compete in the game of change and win through innovation.
• Make it Happen: We show up prepared, care about the details, and follow through.

In this role you will:

The Customer Onboarding Specialist at Actabl plays a crucial role in the successful deployment of our solutions, ranging from assisting with initial configurations to independently managing complex implementations for key clients in our EMEA market. This individual will utilize customer requirements to configure Actabl applications, work closely with customers throughout the deployment lifecycle, and ensure a smooth transition through configuration, deployment, and hand-off activities. We are especially interested in candidates with hotel operations experience.

Typical Functions:

• Configure and deploy systems: Perform comprehensive system setup and configuration based on client requirements and project specifications.
• Support project management: Actively participate in customer calls and meetings alongside Project Managers to provide technical support and address client inquiries.
• Communicate project status: Maintain robust and proactive communication with Project Managers and relevant stakeholders regarding project progress, milestones, and potential roadblocks.
• Document configurations: Accurately and comprehensively document all custom configurations, system settings, and process flows within customer accounts.
• Troubleshoot and research: Proactively identify and diagnose configuration problems, system malfunctions, and data discrepancies.
• Facilitate testing: Support and actively participate in business process testing (BPT) of the application to ensure functionality aligns with client requirements.
• Ensure timely delivery: Proactively monitor project timelines and individual task progress to ensure all components of implementation projects are completed on schedule.
• Manage implementation tasks: Coordinate and effectively prioritize multiple implementation tasks, balancing competing demands and deadlines.
• Oversee quality assurance: Assist in overseeing the entire implementation process, working closely with internal teams and external customers to ensure adherence to quality standards.

Requirements

Ideal Skills & Experience:

• Fluency in English & French is required.
• A minimum of 2 years of experience working in a hotel operations position on property or 3+ years knowledge of SaaS sales or customer success experience in the hotel industry.
• Experience with Actabl products (Alice, Transcendent, Hotel Effectiveness, ProfitSword) is preferred but not required.
• Skilled in SaaS Platform configuration and customization.
• Customer Service, technical experience, or similar experience preferred.
• Ability to triage current work queue and prioritize accordingly.
• Experience training Customers on how to use the software, and addressing their specific business needs preferred.
• Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical).
• Ability to work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software.

Key Competencies:

• Problem Diagnosis: Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical).
• Business Process Analysis: Understanding how a customer’s workflows and processes work so you can help adapt the solution to their specific needs.
• Data Analysis: Ability to work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software.
• Understanding of software platforms: Familiarity with cloud-based software solutions and how they differ from traditional software models.
• Configuration & Customization: Experience configuring software products to meet client needs, including adjusting settings, setting up workflows, and customizing features.
• Data Management: Skills in managing, migrating, and validating data from client systems into the software platform.
• Customer Onboarding and Training: Experience guiding internal and external customers through the onboarding process, training them on how to use the software, and addressing their specific business needs.
• Customer Communication: Strong verbal and written communication skills to explain complex concepts clearly to non-technical clients.
• Customer Service Orientation: A proactive attitude toward helping internal and external customers resolve problems quickly, as well as fostering long-term customer relationships.
• Cross-functional Collaboration: Experience working with development, sales, support, and customer success teams to ensure all aspects of the implementation are covered.
• Industry-specific Expertise: Knowledge of the hospitality industry is beneficial to understand the customer’s pain points and operational needs, but not required.
• Compliance & Security Awareness: Familiarity with data protection regulations (e.g., GDPR, HIPAA) and best practices in software implementations that involve sensitive customer data.
• Adaptability: Software environments are dynamic, so the ability to adapt to changing customer needs, product updates, and new challenges is essential.

Work Environment:

This is a fully remote position and will involve 85-90% travel across Europe throughout the year to support customers with onboarding and training. Ideally this person should be based in Europe with easy access to international airports and/or train stations. Candidates located outside of Europe will be reviewed and considered if necessary.

Compensation:

Qualified candidates can expect a salary range of £39,000 - £44,000 GBP or €46,000 - €48,000 Euro (or equivalent in other currency of choice) depending on experience. Potential for end-of-year bonus earnings and periodic merit increases also available based on company and/or personal performance.