Onboarding Manager

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 44,500 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the Onboarding Manager role...

The Customer Onboarding Manager ensures the efficient operation of SiteMinder’s Onboarding team, establishing a consistently high level of customer satisfaction from all customer contact with the Onboarding team.

The Onboarding Manager is responsible for the SiteMinder Onboarding meeting SLA’s and that all Onboarding Analysts meet individual KPI’s and service levels.

Working model: Hybrid - 2 days per week in the office, 3 days per week from home

What you’ll do…

• Oversee the onboarding for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers based in the EMEA/AMERS market.

• Be a Subject Matter Expert for training on SiteMinder labeled products. Have an in-depth understanding of the technology, the service you deliver, and the tools you use in order to mentor the Onboarding Analysts.

• Monitor and analyse your team’s training sessions in line with your KPI’s, to ensure that individual Onboarding Analysts are delivering a high level of customer satisfaction and meeting their KPIs.

• Adopt and enforce the relevant processes, procedures and policies of SiteMinder’s Onboarding Team to ensure a consistently high level of customer service. Where necessary identify shortfalls in the process and procedures and suggest process improvements.

• Ensure improved Onboarding success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented.

• Managing expectations for scheduling training and set-live dates in an assertive manner, ensuring that customers’ training is completed effectively and on time.

• Ensure improved Onboarding Success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented. 

• Help the team to provide value add information and advice to new customers

• Managing expectations for scheduling training and set-live dates in an assertive manner.

What you have…

• Strong team leadership/mentoring skills

• Account management experience

• Ability to continuously identify and implement process improvements 

• Ability to identify and implement productivity and efficiency improvements

• Ability to innovate and share with global community

• Have the ability to oversee and correct employee’s work, whilst still inspiring and motivating them

• Analyse Dashboards and reports to create action plans for improvement and continuous improvement outcomes

• Ability to deliver training sessions with a high level of energy, enthusiasm and customer engagement

• Ability to operate across several computer platforms (Mac and Wintel) and common browsers (Firefox and Chrome)

• Takes ownership of Cases from end to end

• Great capacity for customer interaction and conflict resolution

• Experience working within an SLA and KPI driven environment

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey 

- Hybrid working model (in-office & from home) - Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved 

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.