Customer Experience & Support (1)

OCRA: Onboarding Specialist

Location: Remote (anywhere in the U.S.)

Reports to: Headof Operations

Type: Full-time, Salary, Exempt

Salary Range: $65,000-$80,000

Collaboration Hours: 10a-6p Eastern, Monday-Friday

About OCRA:

Ocra is an AI-powered Revenue Management System (RMS) and Global Distribution System (GDS) built for hotel parking assets. Hotels use Ocra to sell underutilized parking inventory through "parking OTAs" to non-guest customers looking to park near airports and event venues.

Ocra's team of parking revenue management experts drives revenue growth without adding labor or disrupting operations, helping hotels increase net operating income (NOI) while never compromising parking for hotel guests and staff.

Ocra partners with 50+ operators and 25+ hotel groups at 600+ locations across North America. The company has raised $8M, most recently an oversubscribed $3M round led by Trestle Partners.

The Onboarding Specialist Role:

As the Onboarding Specialist at Ocra, you will own the client's first 60 days end-to-end—the critical stretch between a signed contract and a fully live, confident client. Today this work is split across our Account Executives and Strategic Account Managers, pulling both away from the work they do best. This role consolidates that responsibility into a single point of accountability, freeing our SAMs to focus on portfolio-level account management and cross-sell opportunities.

You will be the client's first guide on the Ocra platform: taking the handoff from Sales, driving activation work with our Implementation team, collecting and providing client payment information to Accounting, and staying close to the client through their earliest reporting cycles. Once a client is live and stable, you will manage a clean handoff to their Strategic Account Manager (SAM) and Revenue Optimization Manager (ROM) for ongoing account management.

This is a foundational role in client success, with a natural path into Account Executive, Sales, Revenue Management, or long-term Portfolio Management as you grow. Because you'll work hands-on with nearly every operational function at Ocra, you'll build a broad foundation that opens doors across the organization.

Responsibilities: The Onboarding Journey

At Ocra, our client-focused approach ensures that we prioritize client needs from their very first day on the platform. You will own the onboarding journey end-to-end, collaborating with internal teams to manage the following stages:

Handoff & Discovery:

Facilitate a smooth transition from the Account Executive through onboarding, collaborating to schedule the client onboarding call.
Review contract terms with the client, ensure mutual understanding of how the billing process works.
Pre-fill and review the onboarding checklist with the client, surfacing nuanced, location-specific details that inform how their account should be configured and activated.

Activation & Accounting Setup:

Update location records using internal Ocra tools to enable the Activations team to begin activating new channels and gaining access to existing channels.
Train clients on the use of the Ocra app, with an emphasis on reporting.
Collect W-9 and ACH payment information from the client on behalf of the Accounting Department, ensuring billing can be set up without delay.

Early-Client Support & Handoff:

Maintain close, proactive contact with new clients through their first 60 days on the Ocra platform, conducting invoice reviews and helping clients understand their reporting.
Manage a smooth, well-documented handoff of the client relationship to the SAM and ROM once the client is fully onboarded and stable.

Qualifications:

2+ years of experience in client onboarding, customer success, or operations.
Strong organizational skills: Proven ability to manage multiple concurrent onboardings against firm timelines without letting details slip.
Clear communication: Comfortable leading onboarding calls and building trust quickly with new clients, and translating checklist/process detail into plain language.
Technical proficiency: Proficiency with the Google Suite (Sheets, Docs, Drive) and the ability to learn and adopt internally built tools to track and drive onboarding milestones.
Self-starter mentality: Proven ability to thrive in a fast-paced, remote, and results-oriented environment. Identify opportunities for improvement and see them through to completion.
Tenacious follow-through: When a client goes quiet and go-live is on the line, qualified candidates pick up the phone, send the text, and track down whoever can remove the roadblock — same day. "I emailed them yesterday" won’t drive results.

Benefits:

Equity for everyone. Stock options are part of every Ocra offer, at every level.
Fully remote. Work from anywhere in the U.S. We hold a 10a to 6p Eastern collaboration window so the team is reachable, and otherwise trust you to run your own day.
Health, dental, and vision coverage. With Employer Contribution
Paid time off.
Unusually broad exposure. Ocra is small enough that this role works directly with sales, activations, revenue management, and accounting, which is rare at this level and hard to get anywhere else.
Work that shows up in the numbers. You own the client's first 60 days. Shave a week off activation time and the entire company feels it.

Onboarding Specialist

Ocra

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