Customer Onboarding Specialist, Americas

Hi, we’re Actabl.

We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits.
Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

• Start with People
  :
  We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being
    :
    We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing
    :
    We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.
• Demand Integrity
  :
  Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer
  :
  We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation
  :
  We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily.
• Make it Happen
  :
  We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop 't make excuses. Find a way and drive until it is done.

The Customer Onboarding Specialist at Actabl is crucial for the successful deployment of our solutions, guiding new customers from initial configuration through handoff to Customer Success. This role involves configuring Actabl applications based on customer requirements, managing the project lifecycle, and ensuring a smooth transition. Responsibilities evolve to include advanced configuration, client relationship management, mentorship, developing best practices, and strategic oversight, ensuring high-quality and timely solution delivery.

This requires strong communication, problem-solving skills, and a deep understanding of our software solutions.

• Collaborate with sales, project management, and customer success teams to understand client needs and project scope.
• Configure software solutions according to customer requirements and best practices.
• Conduct customer training sessions (remote and/or on-site) to ensure user proficiency.
• Provide technical support and troubleshooting during the implementation phase.
• Develop and maintain implementation documentation and training materials.
• Manage multiple implementation projects simultaneously, adhering to timelines and deliverables.
• Communicate effectively with customers, setting clear expectations and providing regular updates.
• Identify and escape potential risks or issues to management.
• Contribute to the continuous improvement of implementation processes and tools.
• Participate in structured training programs to gain in-depth knowledge of Transcendent and ALICE platforms.
• Shadow senior Customer OnBoarding Specialists on customer calls, configurations, and training sessions.
• Assist with basic data entry, configuration tasks, and documentation updates under direct supervision.
• Learn internal tools and systems used for project management and customer communication.
• Provide support to Level 2 and Level 3 specialists as directed.
• Begin to understand the contract-to-handoff lifecycle.
• Other tasks and duties as assigned.

• Skilled in SaaS Platform configuration and customization
• Customer Service, technical experience, or similar experience preferred
• 2+ years knowledge of SaaS experience preferably in the hotel industry.
• Ability to triage current work queue and prioritize accordingly
• Experience training Customers on how to use the software, and addressing their specific business needs preferred
• Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical)
• Ability to ensure implemented products align with company requirements and industry standards.
• Proficiency in creating, updating, and distributing product documentation as needed to support implementation processes.

• Problem Diagnosis:
  Ability to troubleshoot, diagnose, and determine when to escalate issues that arise during implementation (both technical and non-technical).
• Business Process Analysis:
  Understanding how a customer’s workflows and processes work so you can help adapt their processes to our tool.
• Data Analysis:
  Ability to work with customer data, and review and edit customer provided data to ensure proper and efficient integration and…