Onboarding Specialist EMEA @ OTA Insight in Gent

The Onboarding Specialist will set up customers for immediate success by facilitating the onboarding process for new accounts. As an Onboarding Specialist you will educate new customers, help solve technical problems, and ensure smooth adoption of our products. Our goal is to deliver an outstanding customer experience and this is the first step in the process.

The ideal candidate is passionate about helping customers, and has excellent product knowledge. The Onboarding Specialist will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate improvements to the overall onboarding process.

Responsibilities

• Manage the entire onboarding process for new customers, beginning to end – from sales handover to training, ensuring customers understand our products as quickly as possible.

• Deliver confident training sessions which educate and enable new users, illustrating the benefits of our OTA Insight products, effectively communicating value to customers and instilling confidence and belief in the product

• Provide world-class service to the independent hotels

• Leverage feedback for continuous improvement to the onboarding process. Assist in mapping out the perfect onboarding journey.

• Develop a deep understanding of customers’ needs

• Bring your own personality to develop rapport and meaningful relationships with customers, building connections and gaining trust

• Collect product feedback from customers and share it with the relevant teams such as sales, customer care or engineering

• Keep focused on a healthy user/subscription adoption

Skills:

• You’re based in Ghent, Madrid or London

• Bachelor’s degree

• Minimum of 3 years experience in a customer-facing role such as account management, customer success, customer care or sales

• Experience in hospitality industry is a big plus

• Excellent product knowledge

• Excellent oral and written communication skills

• Great presentation skills & comfortable with one-on-one or one-to-many training sessions

• Ability to spot expansion opportunities

• Capacity to understand a client’s business and needs

• Obsessed with account health and product adoption

• Desire to deliver the customer a top notch experience

• Ability to work independently and manage multiple priorities