Senior Onboarding Specialist

Gofractional; Paris; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

OpenTable is seeking a Senior Onboarding Specialist to lead end‑to‑end onboarding for complex restaurant partnerships from contract to go‑live. This Paris‑based role requires on‑site client work and up to 50% travel, with fluency in French and English to train and support partners in both languages.

You will mentor colleagues, manage multiple implementations, and partner with Sales, Success, Billing, and Product to drive value and continuous improvement in onboarding quality and speed.

Qualifications

• Typically 4–5 years of experience in software implementation, customer success, professional services, operations, or a comparable customer-facing role.
• At least 1 year of direct experience as an Onboarding Specialist or in a similar technical implementation role.
• Fluent French and English, with the ability to communicate clearly and confidently in both languages.
• Willingness and ability to travel up to 50%, depending on account and client requirements.

Responsabilités

• Own complex implementations from initial handoff through go-live, including configuration, product setup, integrations, data readiness, and tailored staff training.
• Act as a trusted advisor to restaurant partners, understanding their operations and recommending setups that support adoption and value.
• Coordinate with restaurant teams, POS providers, third-party partners, and internal teams to resolve issues.
• Deliver engaging training to restaurant owners, managers and staff in French and English on site or remotely.
• Mentor and support Onboarding Specialists with product knowledge and training approaches.
• Lead or contribute to test projects for new products, tools and workflows; define milestones and communicate results.

Connaissances

Consultative communication

Training delivery

Project management

Stakeholder management

Mentorship

Data-driven improvements

Strategic thinking

Leadership mindset

Bilingual communication (FR/EN)

Formation

Bachelor's degree or equivalent

Outils

Salesforce

Google Workspace

CRM tools

Data analytics tools

Description du poste

Senior Onboarding Specialist (Senior OBS)

Location: Paris, France

Team: Global Onboarding

Travel: Up to 50%, varying by account and client requirements

Languages: Fluent French and English required

Role summary

The Senior Onboarding Specialist (Senior OBS) is a product expert and lead practitioner within OpenTable's global Onboarding team. They own the end-to-end onboarding journey for complex and high-profile restaurant partners, from signed contract through configuration, integration, training, and go-live.

Using a consultative, high-touch approach, the Senior OBS translates restaurant operating needs into effective OpenTable configurations and practical training. They combine strong individual delivery with team-level impact by mentoring colleagues, supporting escalations, managing workflow, leading test projects, and identifying improvements that increase onboarding quality, speed, and customer value.

This Paris-based role will involve regular client-facing work on site. The successful candidate should be comfortable travelling up to 50%, with the exact level varying by account, implementation complexity, and client requirements.

What you'll do

• Own complex implementations from initial handoff through successful go-live, including configuration, product setup, integrations, data readiness, and tailored staff training.
• Act as a trusted advisor to restaurant partners, using a consultative approach to understand their operations, challenge assumptions constructively, and recommend setups that support adoption and long-term value.
• Configure OpenTable products to reflect each restaurant's floor plan, guest flow, operating model, and business needs.
• Coordinate with restaurant teams, POS providers, third-party partners, and internal technical teams to resolve integration, data, and configuration issues.
• Deliver engaging training to restaurant owners, managers, and staff in French and English, both remotely and on site.
• Represent OpenTable professionally during client-site visits, workshops, implementation meetings, and go-live support.
• Manage a dynamic portfolio and daily workflow, balancing implementation speed, quality, client needs, and team service-level agreements (SLAs).
• Serve as a point of escalation for complex, unusual, or high-impact onboarding cases, partnering with Tier 2 Support, Product, Sales, Customer Success, Billing, and other teams to drive resolution.
• Mentor and support Onboarding Specialists by sharing product knowledge, configuration approaches, training techniques, and practical case guidance.
• Contribute to team training, knowledge sharing, internal channels, and the development of onboarding materials, playbooks, and process documentation.
• Lead or contribute to test projects for new products, tools, workflows, and company initiatives; define milestones, identify blockers, analyse results, and communicate recommendations to management.
• Identify bottlenecks and opportunities across the onboarding journey, using operational data and customer insight to recommend and implement improvements.
• Champion effective use of AI, automation, and role‑specific tools to improve preparation, documentation, communication, workflow efficiency, and implementation quality.
• Maintain accurate account records, implementation milestones, training notes, and status updates so that internal stakeholders have clear visibility of progress and risk.
• Proactively communicate emerging risks and partner needs before they affect the customer experience or downstream handoff.

Experience and qualifications

• Typically 4–5 years of experience in software implementation, customer success, professional services, operations, or a comparable customer-facing role.
• At least 1 year of direct experience as an Onboarding Specialist or in a similar technical implementation role.
• Demonstrated experience implementing SaaS, restaurant technology, POS, booking, or other operational software.
• Experience training customers or non-technical users on software products, including delivering training to groups in person and remotely.
• Strong understanding of restaurant operations and the realities of front‑of‑house hospitality.
• Experience managing multiple concurrent implementations, competing priorities, and time‑sensitive deliverables with minimal supervision.
• Fluent French and English, with the ability to communicate clearly and confidently with restaurant partners and internal stakeholders in both languages.
• Willingness and ability to travel up to 50%, depending on account and client requirements.

Skills and capabilities

• Expert knowledge of OpenTable products and features, or the ability to quickly develop equivalent product mastery.
• Strong consultative communication, presentation, phone, and in‑person facilitation skills.
• Sound judgement and ethical decision‑making in ambiguous or fast‑moving situations.
• Advanced organisation, documentation, prioritisation, and time‑management skills.
• Ability to analyse implementation performance, identify root causes, and use data to support recommendations.
• Strong cross‑functional collaboration and stakeholder‑management skills.
• A leadership mindset, with the ability to mentor colleagues, lead by example, and act as a trusted resource without formal people‑management responsibility.
• Confidence leading projects from definition through execution, reporting, and follow‑up.
• Practical fluency with CRM, project‑management, reporting, and collaboration tools such as Salesforce, Google Workspace, and equivalent platforms.
• Comfortable using AI and automation tools as part of daily work, and willing to share effective practices with the wider team.

Preferred qualifications

• Direct experience working in restaurant operations is preferred, for example as a restaurant manager, maître d', lead host, or in a comparable hospitality role. Experience in another high‑volume service environment is also valued.
• Experience with complex POS integrations, web‑based widgets, APIs, data migration, or third‑party technology deployments.
• Experience supporting multi‑site restaurant groups or strategically important accounts.
• Bachelor's degree or equivalent professional experience or certification.

How we'll measure success

• Implementation quality and speed: Complex accounts are delivered accurately, with strong right‑first‑time performance and within agreed time‑to‑value benchmarks.
• Partner readiness and adoption: Restaurant teams demonstrate confidence and proficiency at go‑live, with configurations that support effective ongoing use.
• Client experience: On‑site and remote interactions build trust, resolve issues efficiently, and represent OpenTable to a high standard.
• Workflow and SLA performance: Personal and team workflow is actively managed, risks are surfaced early, and agreed SLAs and quality standards are consistently met.
• Mentorship impact: Junior team members benefit from practical coaching, escalation support, and knowledge sharing.
• Process improvement: At least one meaningful process, automation, or AI‑enabled improvement is identified, tested, or implemented and its impact is communicated.
• Stakeholder trust: Sales, Customer Success, Support, Product, and other partners have clear visibility of onboarding status, risks, and next steps.

Working relationships

The Senior OBS works closely with restaurant partners and with OpenTable's Sales, Customer Success, Customer Support, Billing, Product, Tier 2 Support, and Onboarding leadership teams. The role is expected to navigate the organisation independently while building alignment around the best outcome for the restaurant and the business.