Customer Onboarding Specialist, Americas

Actabl•Denver, CO

1d•$58,000 - $63,000•Hybrid

About The Position

The Customer Onboarding Specialist at Actabl is crucial for the successful deployment of our solutions, guiding new customers from initial configuration through handoff to Customer Success. This role involves configuring Actabl applications based on customer requirements, managing the project lifecycle, and ensuring a smooth transition. Responsibilities evolve to include advanced configuration, client relationship management, mentorship, developing best practices, and strategic oversight, ensuring high-quality and timely solution delivery. This requires strong communication, problem-solving skills, and a deep understanding of our software solutions.

Requirements

Skilled in SaaS Platform configuration and customization
Customer Service, technical experience, or similar experience preferred
2+ years knowledge of SaaS experience preferably in the hotel industry.
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 ensure implemented products align with company requirements and industry standards.
Proficiency in creating, updating, and distributing product documentation as needed to support implementation processes.
Analytical and Problem-Solving Skills: Problem Diagnosis: Ability to troubleshoot, diagnose, and determine when to escalate 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 their processes to our tool.
Data Analysis: Ability to work with customer data, and review and edit customer provided data to ensure proper and efficient integration and reporting.
Technical Skills: Configuration & Customization: Experience configuring software products to meet client needs, including adjusting settings, setting up workflows, and customizing features.
Data Management: Ability to review customer-provided data, understand its compatibility with our system, and coach customers through necessary data changes for successful migration and validation into the software platform.
Customer-Facing Skills: 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: The ability to deliver strong, timely, and consistent verbal and written communication, effectively translating complex technical concepts into clear, understandable terms for 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, including the early identification of risks and communicating how to avoid those or escalating rapidly if the project is headed in that direction.
Cross-functional Collaboration: Experience working with development, sales, support, and customer success teams to ensure all aspects of the implementation are covered.
Industry Knowledge: Industry-specific Expertise: Knowledge of the hospitality industry is beneficial to understand the customer’s pain points and operational needs, but not required.
Soft Skills: Adaptability: Essential in dynamic software environments, demonstrating agility to adapt to evolving customer needs, product updates, and new challenges. This includes the capacity for real-time strategic adjustments during customer interactions, maintaining composure and momentum.
Attention to Detail: Implementations often involve detailed configurations and data setups, requiring accuracy, and the meticulous documentation of all project steps and decisions throughout the project lifecycle.
Time Management: Ability to handle multiple projects at once and prioritize effectively.

Responsibilities

Collaborate with sales, project management, and customer success teams to understand client needs and project scope.
Configure software solutions according to customer requirements and best practices.
Conduct customer training sessions (remote and/or on-site) to ensure user proficiency.
Provide technical support and troubleshooting during the implementation phase.
Develop and maintain implementation documentation and training materials.
Manage multiple implementation projects simultaneously, adhering to timelines and deliverables.
Communicate effectively with customers, setting clear expectations and providing regular updates.
Identify and escalate potential risks or issues to management.
Contribute to the continuous improvement of implementation processes and tools.
Participate in structured training programs to gain in-depth knowledge of Transcendent and ALICE platforms.
Shadow senior Customer OnBoarding Specialists on customer calls, configurations, and training sessions.
Assist with basic data entry, configuration tasks, and documentation updates under direct supervision.
Learn internal tools and systems used for project management and customer communication.
Provide support to Level 2 and Level 3 specialists as directed.
Begin to understand the contract-to-handoff lifecycle.
Other tasks and duties as assigned

Benefits

Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
Employer-paid life & AD&D, short-term disability & long-term disability
Discounted pet insurance plans through Wishbone
Employee Assistance Program (EAP) services available to employees & their dependents
On-site gym available for free use at Denver office
Competitive base salary with bonus structure
Healthcare spending accounts with employer contributions
401(k) plan with an employer match of up to 4%
Unlimited discretionary time off hours to be used when needed
10 observed US federal holidays throughout the year
Winter recess for all Actabl employees between December 24th-January 2nd
12 weeks of parental leave for both birthing & non-birthing parents