Customer Onboarding Specialist training hotel customers in Mexico on SiteMinder's platform features. Instructing via screenshare, chat, and phone, ensuring customer satisfaction and successful implementation strategies.
About the role
- First Team Lead for Onboarding Specialists at bsport ensuring high quality onboarding experiences. Responsible for team performance, operational excellence, and customer satisfaction in a fast-paced SaaS environment.
Responsibilities
- Lead and develop a team of Onboarding Specialists across markets
- Own team performance: onboarding volume, CSAT, time to go live, 90-day jump
- Ensure consistent onboarding execution across all markets
- Guarantee adherence to onboarding standards : full setup, migrations, go live readiness, clean handover to Account Managers
- Act as an escalation point for high impact or sensitive onboardings
- Structure, document, and continuously improve onboarding processes
- Contribute directly to securing New MRR
- Collaborate closely with Country Managers, CS Leads, and Account Managers
- Track and analyze team onboarding KPIs
Requirements
- Proven experience in onboarding, implementation, or customer success within a SaaS environment
- First management experience
- Strong understanding of complex topics : migrations, billing, integrations
- Process driven and results oriented mindset
- Excellent cross functional communication skills
- Comfortable working in a multi market, fast growing environment
Benefits
- Vibrant office in Passatge St. Joan, Barcelona with free drinks and snacks to fuel your mornings and recharge during breaks
- Flexible working model – hybrid setup with 1 remote day per week, plus 15 extra remote days per year
- Health insurance fully covered by the company.
- Fitness perks – enjoy a special discount at a local gym to stay active and energized
- A diverse, collaborative workplace - join an international team!
- Feel supported with paid sick leave, because your health always comes first.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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