Onboarding Specialist

Onboarding Specialist – Owner Relations Technology

Squamish, BC, Canada

THE COMPANY

Owner Relations Technology is an IT company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in the development of robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels located throughout North America, the Caribbean, Europe, and Asia. 

THE POSITION

We are looking for an Onboarding Specialist to join our team in our office in Squamish. You will support the onboarding process by providing exceptional customer service for new and existing clients from around the world. Role responsibilities include ensuring the software application is delivered on time, customer training is booked on time, and customers receive an excellent start on their journey with Owner Relations.

JOB RESPONSIBILITIES

• Support the process of implementing our software and integrating our client's PMS into our software application
• Support new clients' onboarding meetings (remote) across multiple time zones
• Support the wider onboarding strategy to ensure team performance is aligning with company and client goals.
• Collaborate with multiple departments and 3rd party vendors to ensure clients achieve desired outcomes, including identifying potential roadblocks, offering solutions, and providing ongoing support during the onboarding phase
• Gather and analyze feedback from clients and partners to identify areas of improvement in the onboarding process and collaborate with cross-functional teams to implement necessary changes
• Create and maintain onboarding process documentation
• Collaborate with training and feedback on user guides, FAQs, and knowledge-base articles
• Ensure calls/tickets are logged, prioritized and escalated appropriately
• Keep Clients informed of progression with issues and provide follow-up as necessary
• Support the onboarding manager with with key projects and accounts.
• Proactively participate in regular team meetings
• Provided reports/data on key performance indicators

JOB QUALIFICATIONS

• Analytical mind and problem-solving aptitude
• Excellent communicator with the ability to build strong relationships internally and externally
• Calm and confident nature
• Must be able to multi-task in a fast-paced environment and set priorities within time constraints
• Attention to detail
• Strong organizational skills
• Ability to adjust and respond professionally to changing priorities
• Ability to show initiative and self-motivation
• Ability to work autonomously
• Comfortable with Office 365
• Experience with Software Programs - Asana, Bugzilla, FreeScout is a plus
• 5+ years of customer service