Onboarding Specialist (Bilingual- Spanish)

ThinkReservations; Seattle (WA); Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Remote first

100% employee premium medical

Dental, Vision

15 days PTO

Sick time accrual

8 company holidays

401K plan

Equipment stipend

Company-provided computer

Job summary

ThinkReservations is seeking a Customer Success Onboarding Specialist (Spanish bilingual) to guide new clients through onboarding, ensuring they understand our platform and achieve initial success.

You will conduct remote training, coordinate configurations with Sales, Operations, and Engineering, and occasionally travel for in-person sessions within the United States.

This remote-first role offers comprehensive benefits and 15 days of PTO, plus equipment stipend and a company-provided computer.

Qualifications

• High school diploma or equivalent is required.
• 1+ years experience in customer onboarding or a similar customer-facing role (lodging industry preferred).
• Knowledge of curriculum and training design principles and evaluation of training effects.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritize to meet deadlines.
• Strong interpersonal, negotiation, and conflict resolution abilities.
• Problem-solving focus on customer satisfaction.

Responsibilities

• Coordinate and manage the onboarding experience for all ThinkReservations products & services for new and returning clients to ensure smooth adoption of our products and services.
• Complete configuration of client accounts based on their individual needs.
• Collaborate with the sales, operations, and engineering teams to ensure configuration deadlines are met in a timely manner.
• Work closely with Customer Success Managers, Sales, and Support teams to ensure a smooth transition through the customer journey and identify opportunities for continued customer engagement.
• Conduct remote training sessions with new clients and their staff.
• Occasional inperson training may be required which may require overnight travel (approximately 1 to 3 weeks of the year, typically within the United States)
• Identify and offer opportunities to expand client feature adoption.
• Address and overcome clients’ unique product concerns during the Onboarding process.
• Analyze training needs to recommend improvements to client training programs.
• Maintain detailed records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Stay uptodate with product updates, new features, and industry trends to provide the best possible customer support and guidance
• Collect customer feedback on onboarding experiences and work with crossfunctional teams to improve processes and resources for future customers.
• Learn and master new features, products, services & onboarding processes as they are introduced.
• Assist Manager of Customer Success with other duties as assigned
• Act as the OnCall representative for afterhours customer support approximately 4 weeks per year.

Skills

Customer facing

Onboarding

Support

Curriculum design

Training delivery

Verbal communication

Written communication

Multitasking

Interpersonal skills

Conflict resolution

Problem solving

Education

High school diploma or equivalent

Job description

Position: Customer Success Onboarding Specialist (Spanish Bilingual)

FLSA Classification: Full Time, Non-Exempt (Hourly)

Reports to: Manager of Customer Success

Schedule: Monday through Friday, 8 hours shift between 9am and 10pm ET, 11am to 7pm ET Preferred

States Eligible for Hire: AK, AR, CO, DE, FL, ME, MA, MI, MN, MT, NY, OH, OK, PA, SC, TX, UT, VA, VT, WA

Who We Are

ThinkReservations is one of the leading hospitality technology platforms in the United States. With more than 2,000 businesses using our property management system, channel manager, booking engine, website design and digital marketing services, we are focused on bringing innovative tools and functionality that will allow our customers to pursue growth and deliver exceptional guest experiences. At ThinkReservations, we work together every day to be the top of mind choice in our industry as the all-in-one solution for our customers.

Job Overview

ThinkReservations is seeking a motivated and customer-focused Onboarding Specialist to join our Customer Success team. As an Onboarding Specialist, you will play a key role in ensuring new customers have a seamless and successful experience when getting started with our products/services. Your primary focus will be to guide new customers through the onboarding process, ensuring they understand the full capabilities of our solution and helping them achieve their initial success.

Job Responsibilities

• Coordinate and manage the onboarding experience for all ThinkReservations products & services for new and returning clients to ensure smooth adoption of our products and services.
• Complete configuration of client accounts based on their individual needs.
• Collaborate with the sales, operations, and engineering teams to ensure configuration deadlines are met in a timely manner.
• Work closely with Customer Success Managers, Sales, and Support teams to ensure a smooth transition through the customer journey and identify opportunities for continued customer engagement.
• Conduct remote training sessions with new clients and their staff.
• Occasional inperson training may be required which may require overnight travel (approximately 1 to 3 weeks of the year, typically within the United States)

Identify and offer opportunities to expand client feature adoption.

• Address and overcome clients’ unique product concerns during the Onboarding process.
• Analyze training needs to recommend improvements to client training programs.
• Maintain detailed records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Stay uptodate with product updates, new features, and industry trends to provide the best possible customer support and guidance
• Collect customer feedback on onboarding experiences and work with crossfunctional teams to improve processes and resources for future customers.
• Learn and master new features, products, services & onboarding processes as they are introduced.
• Assist Manager of Customer Success with other duties as assigned
• Act as the OnCall representative for afterhours customer support approximately 4 weeks per year.

Preferred Qualifications

• High school diploma or equivalent
• Proven experience in a customerfacing role, ideally in customer success, onboarding, or support. We prefer candidates who have been in the lodging industry and/or previous customer onboarding experience for 1+ years.
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritize tasks to meet deadlines
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Problemsolving abilities with a focus on customer satisfaction.

What ThinkReservations Can Offer You

• Remote first working environment
• Company Medical Insurance We cover 100% of the employee only premium on the base plan!
• Dental, Vision, Short Term Disability, and Life Insurance available at a group rate
• 15 days PTO which increases throughout your tenure!
• Paid Sick Time that is accrued per biweekly pay period
• 8 Paid Company Holidays
• Bereavement, Voting and Parental Leave
• Access to 401K Company Plan
• Equipment stipend to help you set up your home office!
• A company provided computer with any associated technical equipment such as keyboard, mouse, external monitor, etc.