Customer Onboarding Specialist Job at Tripleseat

Job Description

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development. You'll join a team dedicated to helping hospitality professionals hit the ground running with Tripleseat. As a Customer Onboarding Specialist, you'll guide new customers through every step of getting set up, ensuring they feel confident and supported from day one. Your work directly shapes the long-term success and satisfaction of the customers you serve.

Job Responsibility

Own the end-to-end customer onboarding experience from kickoff through successful transition
Serve as the primary customer partner during onboarding, proactively communicating progress, milestones, next steps, risks, and expectations
Deliver tailored training and enablement that aligns with each customer’s workflows, goals, and definition of success
Drive early adoption by guiding customers through key milestones, best practices, platform configuration, and day-to-day system usage
Manage a portfolio of onboarding projects with clear documentation, strong organization, timely follow-through, and accountability for deadlines and deliverables
Identify, troubleshoot, and escalate onboarding blockers or customer concerns
Collaborate cross-functionally to advocate for customer needs, share product and process feedback, and improve the overall onboarding experience
Ensure all onboarding requirements, success criteria, training needs, and key deliverables are completed before transitioning customers
Use approved AI tools to improve efficiency, communication, training, organization, and customer support throughout onboarding
Support additional onboarding, customer success, training, and company-related responsibilities as assigned

Requirements

3-5 years of experience in the hospitality industry
Experience specifically within Private Events, Sales, and Catering Departments is highly preferred
Demonstrated ability to manage, prioritize, and drive multiple projects to successful completion in a timely manner
Strong verbal and written communication skills, with the ability to convey complex information clearly and effectively
Proven ability to analyze customer needs, identify issues, and implement solutions that align with customer goals
Ability to build and nurture relationships with customers, with a focus on empathy and understanding
Ability to work both independently and collaboratively with other members of the onboarding team
Ability to organize and manage multiple workflows simultaneously while maintaining attention to detail
A positive, empathetic approach to customer engagement, with the ability to connect meaningfully and bring energy and humor to interactions
Experience using the Tripleseat platform preferred

Nice to have

Experience specifically within Private Events, Sales, and Catering Departments is highly preferred
Experience using the Tripleseat platform preferred

What we offer

Competitive Medical, Dental, and Vision Insurance
Company Paid Life Insurance, Short- and Long-Term Disability Plans
Supplemental Insurance Options
Commuter Benefits
401(k) with Company Match
Parental Leave
Flexible Paid Time Off
LinkedIn Learning Access
Pet Insurance
Employee Discount Programs

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Customer Onboarding Specialist

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