Onboarding Manager

2 weeks ago

Sydney, Australia SiteMinder Full time

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 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.

The **Customer Onboarding Manager** leads the SiteMinder Onboarding team to deliver smooth onboarding experiences and maintain high customer satisfaction. This role ensures the team meets SiteMinder’s service level agreements (SLAs) and individual key performance indicators (KPIs).

**What you'll do...**
- Manage onboarding for all SiteMinder products and services, focusing on customers in the APAC/Asia region
- Monitor training sessions and performance to ensure customer satisfaction and KPI achievement
- Maintain and improve onboarding processes, procedures, and policies for consistent service quality
- Identify and mitigate risks related to onboarding attrition and customer dissatisfaction
- Coordinate training schedules and set-live dates clearly and professionally
- Support the team in providing helpful information and advice to new customers
- Promote continuous improvement and collaboration within the team

**What you have...**
- Effective team leadership and mentoring
- Account management and customer relationship experience
- Ability to identify and implement process improvements
- Focus on enhancing productivity and efficiency
- Willingness to share knowledge and collaborate globally
- Ability to review work quality while motivating the team
- Experience analysing data to inform action plans
- Confident delivery of engaging training sessions
- Ability to operate across several computer platforms and common browsers (Firefox and Chrome)
- Accountability for managing cases from start to finish
- Strong customer service and conflict resolution skills
- Experience working in SLA and KPI-driven environments

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.

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