Customer Onboarding Specialist

This is a fully remote position, open to applicants in United States, +3 more locations.

📋 Description

• Travel internationally to oversee the physical and technical setup of Actabl's Alice or Transcendent products.

• Explore hotel properties from basements to rooftops, barcode equipment, and map hotel infrastructure.

• Set up software solutions based on customer specifications and established best practices.

• Train a diverse range of hotel personnel, including housekeeping, maintenance, and general managers, to enhance user adoption.

• Offer immediate troubleshooting and technical support during the implementation phase.

• Elevate complex technical issues as needed.

• Manage implementation schedules, documentation, and deliverables while traveling.

• Work collaboratively with sales and customer success teams to communicate client needs and ensure a seamless post-implementation transition.

• Balance configuration tasks, remote training sessions, and travel-intensive in-person implementation weeks.

• Collaborate with the Project Manager, responsible for customer communication, scheduling, and relationship management beyond active configuration and training tasks.

• Conduct administrative and preparatory work remotely when not on travel assignments.

⛳️ Requirements

• A bachelor's degree in Hospitality Management or a related discipline.

• 0–1 years of professional experience; relevant hospitality/hotel internships are highly desired.

• Proven tech-savviness and the ability to quickly learn new software, systems, and mobile applications.

• Exceptional communication and persuasion skills to train users of varying technical backgrounds and encourage software adoption.

• Previous customer-facing training or facilitation experience is mandatory.

• Comfortable delivering presentations and adapting to diverse live audiences.

• Familiarity with project management tools such as ClickUp, Monday.com, or Rocketlane is advantageous.

• Prior experience with SaaS configuration is strongly preferred.

• Must reside within an approximate commuting distance of 60–90 minutes from a major international airport.

• Capability to configure software products to meet customer requirements, including settings, workflows, and feature customization.

• Ability to troubleshoot configuration challenges, system anomalies, and data inconsistencies.

• Skills in managing, migrating, and validating customer data.

• Capability to master configuration and training for both primary and secondary products and their modules.

• Comfortable addressing off-script questions, technical challenges, and mixed-skill audiences.

• Strong attention to detail and effective time-management skills.

• Ability to closely collaborate with the Project Manager.

• Willingness and capacity to travel 85–95% of the time, both nationally and internationally.

• Physical mobility to navigate hotel basements, mechanical rooms, rooftops, and other property areas.

• Must be available for full-time work, totaling 40 hours per week.

• Must be eligible to work without employer visa sponsorship.

🏝️ Benefits

• Potential for end-of-year bonus earnings.

• Periodic merit increases based on company performance and/or individual contributions.

• Medical, dental, and vision insurance plans for employees and eligible spouse/dependents.

• Employer-funded life and AD&D insurance.

• Coverage for short-term and long-term disability.

• Discounted pet insurance plans through Wishbone.

• Employee Assistance Program (EAP) services available for employees and their dependents.

• Complimentary access to the on-site gym at the Denver office.

• Healthcare spending accounts with employer contributions.

• 401(k) plan with employer matching contributions of up to 4%.

• Unlimited discretionary time off.

• 10 observed U.S. federal holidays.

• Winter recess from December 24th to January 2nd.

• 12 weeks of parental leave for both birthing and non-birthing parents.

• Fully covered travel expenses, accommodations, and daily meal stipends.

• Accumulated airline miles and hotel points from company travel.

• Travel recovery workdays.

• Flexible working hours tailored to customer needs and time zone considerations.