Senior Technical Onboarding Specialist

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

📋 Description

• Manage onboarding projects from start to finish, which includes preparing for sales handover, participating in kickoffs, and creating project plans.

• Set up the platform for client listings, including rates and availability, channel connections, guest messaging and automation, as well as operations, owners, and finance modules.

• Oversee the migration of data from clients' previous PMS and ensure data accuracy prior to go-live.

• Confirm that payments and financial data are correct at the time of go-live.

• Maintain projects within established timelines, graduating clients only when they are live, fully billed, and utilizing essential features.

• Provide training for client teams, including end-users, owners, and managers.

• Conduct workshops on group features and sessions for new functionalities.

• Instruct clients on how to use BAM, the AI agent, along with other AI functionalities.

• Offer clients guidance on best practices, channel strategies, and pertinent market updates.

• Investigate and resolve issues related to configuration, synchronization, and integration.

• Reproduce problems, identify their root causes, and draft comprehensive engineering tickets.

• Serve as the support escalation point for any technical issues related to onboarding.

• Remain accessible and responsive to clients throughout their onboarding processes.

• Utilize Claude and other AI tools to analyze client data, prepare platform configurations, develop training materials and client communications, and troubleshoot issues.

• Create reusable AI workflows, checklists, and templates to enhance onboarding efficiency.

• Contribute to the development of AI-driven self-service onboarding and migration tools.

• Keep accurate records of weekly onboarding pipeline stages, dates, and obstacles.

• Document common setup issues and provide feedback to the product team.

• Write and revise knowledge base articles and onboarding guides as new features are released.

⛳️ Requirements

• Proven experience in project management, ideally in onboarding or technical implementation.

• Strong understanding of platform configuration and data migration processes.

• Excellent communication and training skills, with the ability to engage various stakeholders.

• Proficiency in troubleshooting technical issues and writing detailed documentation.

• Familiarity with AI tools and their application in onboarding processes.

• Ability to manage multiple projects simultaneously while adhering to timelines.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Collaborative and innovative work environment.