Verified Job
Work from home
Software Onboarding Specialist
Work from home
#643967
Remote / WFH
Job Description
We are an established SaaS company looking to build on our current growth and sign up customers faster to our award winning property management platform. ElinaPMS is a software-as-a-service product with supporting services which includes website and digital marketing. We work with accommodation owners and operators and specialize in the serviced apartment and holiday rentals sector. Our product is independently 5 star rated and in 2017 we won a best service provider award in our industry.
See our website: https://www.elinapms.com/
We are looking for a detail-oriented and customer-focused Onboarding Specialist to join our Customer Success team. The successful candidate will be responsible for ensuring a smooth and efficient onboarding process for new customers, helping them to quickly realize the value of our solutions. The ideal candidate will possess excellent communication skills, a proactive attitude, and a strong aptitude for technology.
We are looking to hire remote candidates in following regions: Goa, New Delhi, Mumbai, Bengaluru, Hyderabad
Key Responsibilities:
Customer Onboarding:
Guide new customers through the onboarding process, ensuring timely and successful implementation of our SaaS solutions.
Conduct onboarding sessions, including product demonstrations, configuration assistance, and initial setup.
Develop and deliver tailored onboarding plans to meet each customer’s specific needs and objectives.
Customer Training:
Create, maintain, and update training materials, such as user guides, video tutorials, and webinars.
Lead one-on-one and group training sessions to educate customers on the features and functionalities of our platform.
Assess and address individual customer training needs, adjusting content and delivery methods as required.
Customer Relationship Management:
Act as the primary point of contact for new customers during the onboarding phase.
Build strong relationships with customers by providing proactive support and addressing their concerns promptly.
Collaborate with customers to understand their business goals and how our solutions can help achieve them.
Product Expertise:
Maintain an in-depth understanding of our products and services.
Stay current with product updates and new features, and effectively communicate these changes to customers.
Provide valuable feedback to the product development team based on customer interactions and experiences.
Cross-functional Collaboration:
Coordinate with Sales, Support, and Product teams to ensure a seamless handoff from sales to onboarding.
Work closely with our Customer Success team to transition customers from onboarding to ongoing support and account management.
Participate in team meetings and contribute ideas to enhance the onboarding process.
Performance Metrics:
Track and report on key performance indicators (KPIs) related to customer onboarding and satisfaction.
Identify opportunities for process improvements and implement strategies to enhance the customer onboarding experience.
Achieve and exceed onboarding targets and customer satisfaction goals.
Requirements:
Practical experience and/or education in at least two of these areas:
2+ years of experience in customer onboarding, training, or a related role within the SaaS industry.
Software user support in the hospitality industry (preferred)
Front desk operations & reservations or similar guest services in serviced apartments, hotel, resort (preferred)
Excellent communication and interpersonal skills.
Strong organizational and project management abilities.
Ability to work independently and as part of a team.
Technical proficiency and a passion for learning new software and technologies.
Experience with CRM systems and other customer success tools is a plus.
The below skills are considered a plus to the experiences/educations.
Able to self-manage, prioritise goals effectively and set own targets independently
Excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint
Knowledge of PMS or CRM and/or ticket handling system (preferred)
Education: University level degree or experience working in a support role or a front desk or reservations role in hotels, serviced apartments, resorts.
If you have worked in a customer support role with any technical background will be an advantage.
Freshers can apply as long as you have the willingness to learn.
Requires work during customers' business hours, during evening hours when on scheduled support shifts or when on stand-by support duty. These duties will include weekends and holidays. (once or twice a month)
IMPORTANT: You will be employed as a contractor (permanent), not as an employee.
Work timings:
You will need to work on United Kingdom timings from * am - 6 pm.
Equipment’s Required:
Since you will be employed as a contractor, you will need to have your own laptop, keyboard, mouse, monitor & headphones.
You will also need to have your own internet connection (compulsory), and backup power.
Job Types: Full-time, Permanent
Pay: From ₹42,000.00 per month
Benefits:
Work from home
Schedule:
Day shift
Monday to Friday
UK shift
Experience:
Customer support: 2 years (Required)
Language:
English (Fluent) (Required)
Work Location: Remote
Job Types: Full-time, Permanent
Pay: From ₹42,000.00 per month
Experience:
Customer Onboarding: 1 year (Required)
Language:
English (Required)
See our website: https://www.elinapms.com/
We are looking for a detail-oriented and customer-focused Onboarding Specialist to join our Customer Success team. The successful candidate will be responsible for ensuring a smooth and efficient onboarding process for new customers, helping them to quickly realize the value of our solutions. The ideal candidate will possess excellent communication skills, a proactive attitude, and a strong aptitude for technology.
We are looking to hire remote candidates in following regions: Goa, New Delhi, Mumbai, Bengaluru, Hyderabad
Key Responsibilities:
Customer Onboarding:
Guide new customers through the onboarding process, ensuring timely and successful implementation of our SaaS solutions.
Conduct onboarding sessions, including product demonstrations, configuration assistance, and initial setup.
Develop and deliver tailored onboarding plans to meet each customer’s specific needs and objectives.
Customer Training:
Create, maintain, and update training materials, such as user guides, video tutorials, and webinars.
Lead one-on-one and group training sessions to educate customers on the features and functionalities of our platform.
Assess and address individual customer training needs, adjusting content and delivery methods as required.
Customer Relationship Management:
Act as the primary point of contact for new customers during the onboarding phase.
Build strong relationships with customers by providing proactive support and addressing their concerns promptly.
Collaborate with customers to understand their business goals and how our solutions can help achieve them.
Product Expertise:
Maintain an in-depth understanding of our products and services.
Stay current with product updates and new features, and effectively communicate these changes to customers.
Provide valuable feedback to the product development team based on customer interactions and experiences.
Cross-functional Collaboration:
Coordinate with Sales, Support, and Product teams to ensure a seamless handoff from sales to onboarding.
Work closely with our Customer Success team to transition customers from onboarding to ongoing support and account management.
Participate in team meetings and contribute ideas to enhance the onboarding process.
Performance Metrics:
Track and report on key performance indicators (KPIs) related to customer onboarding and satisfaction.
Identify opportunities for process improvements and implement strategies to enhance the customer onboarding experience.
Achieve and exceed onboarding targets and customer satisfaction goals.
Requirements:
Practical experience and/or education in at least two of these areas:
2+ years of experience in customer onboarding, training, or a related role within the SaaS industry.
Software user support in the hospitality industry (preferred)
Front desk operations & reservations or similar guest services in serviced apartments, hotel, resort (preferred)
Excellent communication and interpersonal skills.
Strong organizational and project management abilities.
Ability to work independently and as part of a team.
Technical proficiency and a passion for learning new software and technologies.
Experience with CRM systems and other customer success tools is a plus.
The below skills are considered a plus to the experiences/educations.
Able to self-manage, prioritise goals effectively and set own targets independently
Excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint
Knowledge of PMS or CRM and/or ticket handling system (preferred)
Education: University level degree or experience working in a support role or a front desk or reservations role in hotels, serviced apartments, resorts.
If you have worked in a customer support role with any technical background will be an advantage.
Freshers can apply as long as you have the willingness to learn.
Requires work during customers' business hours, during evening hours when on scheduled support shifts or when on stand-by support duty. These duties will include weekends and holidays. (once or twice a month)
IMPORTANT: You will be employed as a contractor (permanent), not as an employee.
Work timings:
You will need to work on United Kingdom timings from * am - 6 pm.
Equipment’s Required:
Since you will be employed as a contractor, you will need to have your own laptop, keyboard, mouse, monitor & headphones.
You will also need to have your own internet connection (compulsory), and backup power.
Job Types: Full-time, Permanent
Pay: From ₹42,000.00 per month
Benefits:
Work from home
Schedule:
Day shift
Monday to Friday
UK shift
Experience:
Customer support: 2 years (Required)
Language:
English (Fluent) (Required)
Work Location: Remote
Job Types: Full-time, Permanent
Pay: From ₹42,000.00 per month
Experience:
Customer Onboarding: 1 year (Required)
Language:
English (Required)
