Onboarding Specialist

Book4Time Inc.; Markham; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an Onboarding Specialist to enhance customer experiences with their innovative SaaS platform. In this pivotal role, you will guide new clients through the implementation process, ensuring they receive tailored training and support to maximize their use of the software. Your expertise will help clients navigate their onboarding journey smoothly, from initial setup to ongoing support. With a focus on collaboration and effective communication, you will play a crucial role in empowering customers to achieve their business goals. If you are passionate about customer success and have a knack for training, this is the perfect opportunity for you to make a significant impact.

Qualifications

• 3+ years of experience in training and implementation in B2B software/SaaS.
• Strong understanding of project management principles and customer advocacy.

Responsibilities

• Lead training sessions and onboard customers for a smooth transition.
• Manage project deliverables and communicate risks to ensure timely completion.

Skills

Training and Implementation

Project Management

Communication Skills

Analytical Skills

Customer Advocacy

Education

Bachelor’s degree in education, business, or related field

Tools

Zoom

Job description

Who is Book4Time?

Book4Time, an Agilysys Inc. company, is a global leader in wellness and recreation management solutions for the hospitality market. Founded in 2004, the Book4Time SaaS platform manages the end-to-end guest experience and back-office operations for hotels, resorts, casinos and private clubs in over 100 countries.

About the Role

We’re looking for an Onboarding Specialist in SaaS space who is passionate about working with new customers and leading their end-to-end launch experience with our software. In this role, you will act as the customer advocate, owning and managing Book4Time SaaS implementations. You will proactively listen to customers, distinguish between their wants and needs, provide tailored recommendations, configure the system, and deliver detailed training aligned with Book4Time’s best practices.

As a member of our team, you will own the customer journey, guiding them through adopting our software from kickoff to launch. You will conduct live, one-on-one online training sessions via Zoom or, when necessary, in person. Additionally, you will contribute to creating effective training programs, updating training documentation, and developing materials to educate customers on best practices, empowering them to achieve their business goals using our software.

How You’ll Make an Impact

1. Requirements Gathering, Kick-off, and Configuration
2. Collaborate with the Project Coordinator and Sales team to prepare for initial customer communication.
3. Educate customers on what’s required for a successful implementation.
4. Gather and document all customer functional and technical requirements.
5. Configure the Book4Time account based on the information gathered.
6. Manage third-party integrations (no technical skills required).

1. Training Delivery and Managing the Onboarding Journey
2. Set the foundation for the customer journey from start to finish: confirm project scope, delivery approach, task ownership, and deliverables.
3. Control and communicate project scope, schedules, and risks.
4. Lead weekly training sessions and project discussions, addressing work plans, risks, actions, issues, and decisions to ensure timely project completion and minimize “time to value.”
5. Deliver training sessions, including train-the-trainer and end-user training.

Responsibilities

1. Become a product expert on all aspects of the Book4Time platform.
2. Lead training sessions and onboard customers, ensuring a smooth transition to post-go-live Support and Customer Success teams.
3. Work with customers to understand their business requirements, goals, and objectives for a successful onboarding experience.
4. Perform initial account setup and configuration, ensuring alignment with customer business needs.
5. Deliver training programs for each assigned customer project via Zoom (or onsite when required), ensuring timelines are met.
6. Manage all project deliverables, milestones, and risks while assisting customers in completing their work activities.
7. Act as a subject matter expert during the onboarding journey, providing best practice guidance and support.
8. Contribute to the Onboarding team’s efforts to enhance training materials, product documentation, and how-to videos.

What We’re Looking For

1. At least 3 years of experience in training and implementation, preferably in B2B software/SaaS.
2. Background in the hotel, spa, or wellness industry in an operations or customer-facing role (preferred but not mandatory).
3. Experience creating training materials and documentation.
4. Exceptional verbal and written communication skills, with the ability to articulate complex topics and solutions clearly.
5. Strong understanding of project management principles.
6. Excellent business acumen, multi-tasking, and analytical skills.
7. Proficiency in delivering engaging presentations, both remotely (via Zoom) and in person.
8. Bachelor’s degree in education, business, or a related field, with experience in software implementation and onboarding (preferred but not mandatory).