Customer Onboarding Specialist - Hotels Job at Tripleseat (Concord)

Job Description

The Hotel Customer Onboarding Specialist is an integral member of the Tripleseat Customer Success Team. This individual is responsible for owning the customer relationship during the onboarding phase of the customer journey and operates with a high level of autonomy while building and nurturing strong relationships. From the moment the sale closes, the Onboarding Specialist takes the lead in managing the implementation project and delivering product training, ensuring a seamless transition into the Tripleseat platform.

Job Responsibility

Lead the customer onboarding journey, beginning with the kickoff call
Deliver high-quality training and guidance that highlights Tripleseat as the premier solution for customer goals
Drive early adoption and manage expectations throughout the initial customer journey
Customize and configure the Tripleseat system according to the customer’s operational needs, actively listening and empathizing with each client
Ensure all onboarding tasks and criteria are fully completed prior to handoff
Maintain clear, organized documentation and utilize all project management tools effectively
Develop deep subject matter expertise in Tripleseat products
Collaborate with the assigned Professional Service Representative to convey specific customer needs
Coordinate ancillary services including data imports, PMS integrations, and other third-party features
Escalate and troubleshoot complex onboarding issues with the Hotel Customer Success Leadership team
Establish credibility as a trusted advisor and hospitality industry expert through strategic insight sharing
Proactively manage conflicts, identify root causes, and propose creative solutions
Assist with onboarding and training related to new Tripleseat products
Serve as a resource to cross-functional teams including Customer Support, Account Management, Billing, Sales, and Marketing
Contribute to the creation and refinement of onboarding and customer success processes, documentation, and materials
Support the Enablement Team by contributing to internal and customer-facing educational content
Perform other related duties as assigned

Requirements

Alignment with company values, a strong customer-centric mindset, and the ability to build rapport across teams
Excellent communication and presentation abilities
Strong organizational and time-management skills to meet critical deadlines
Natural drive and self-motivation—thrives in fast-paced environments without needing external prompting
A collaborative spirit paired with a sense of humor and resilience
Minimum of 2 years of experience in the hotel industry, specifically in Group Sales & Catering
Demonstrated experience managing group room blocks and events
Familiarity with Tripleseat, Delphi, or comparable hotel sales and catering platforms
Hands-on experience with Property Management Systems (PMS)
Working knowledge of Salesforce, project management tools, Zoom, and Google Suite
Bachelor’s degree preferred
Passion for the hospitality industry and a strong sense of customer empathy

What we offer

Competitive Medical, Dental, and Vision Insurance
Company Paid Life Insurance, Short- and Long-Term Disability Plans
401(k) with Company Match
Parental Leave
Flexible Paid Time Off
Pet Insurance

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Customer Onboarding Specialist - Hotels

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