Customer Onboarding Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Take ownership of the customer relationship from the point of handover all the way to go-live.

• Support hotels during setup, training, and the rollout process.

• Manage multiple mid-market and enterprise implementations concurrently while adhering to SLA targets.

• Oversee phased rollouts across various properties or regions.

• Configure products for clients and troubleshoot integration challenges.

• Provide guidance to customers on setup choices and proactively identify risks related to configuration, data, and timelines.

• Train customer stakeholders and promote adoption as they approach go-live.

• Ensure alignment among Sales, Support, and RevOps teams.

• Leverage AI to create documentation, prepare for customer meetings, and maintain effective project tracking.

• Review AI-generated materials for precision prior to distribution.

• Share best practices for AI usage with the team.

⛳️ Requirements

• 3 to 5 years of experience in SaaS onboarding, implementation, or customer-facing technical roles.

• Proven experience in managing simultaneous mid-market or enterprise implementations, specifically including phased rollouts across multiple properties or regions.

• In-depth knowledge of SaaS products.

• Capability to configure complex products, troubleshoot integration issues, and advise customers on setup choices.

• Excellent communication and training skills for a diverse range of customer stakeholders.

• Effective stakeholder management among customers, Sales, Support, and RevOps.

• Structured project management skills across multiple projects at the same time.

• AI Fluency Level 2, which includes the ability to critically assess AI outputs prior to sharing.

• Experience in hospitality technology or a related sector is preferred.

• Multilingual skills are a plus.

• Experience in contributing to onboarding playbooks, SOPs, or team knowledge bases is a bonus.

🏝️ Benefits

• Unlimited paid holiday.

• Participation in the company share program.

• Paid parental leave: 6 months fully paid for primary caregivers and 2 months for secondary caregivers, available after one year of service.

• Annual learning budget of €300, with increased funding for high performers.

• Monthly “EDGE” time dedicated to personal development.

• Work from anywhere policy with the option to work abroad for a few weeks each year.

• Relocation options available after one year of service.

• Flexible, hybrid working arrangements.

• Home office setup budget.

• Monthly work-from-home allowance.

• Claude tokens available for workflow automation and productivity enhancement.

• Additional location-dependent benefits, which may include healthcare, retirement plans, team events, social gatherings, and other perks.