Head of Customer Onboarding

Flexkeeping • Ljubljana, Slovenia • 1m ago

🏨 Are you as passionate about hotel operations as we are?

How do we plan to continue growing Flexkeeping, the platform behind great hotel teams? With your help! As a team of passionate hospitality souls, we are on a mission to make the everyday job of people working in hotel operations better, automated, and as prestigious as it once was. We are creating a new era of hotel operations, enabling hoteliers to excel with new operational concepts and deliver incredible guest experiences. If you want to join an exciting and constantly growing company of dedicated and fun professionals changing the face of hospitality, you’re in the right place!

But, first things first 👇🏻

🧑‍💻 About the role

We are seeking an enthusiastic and experienced leader in hospitality with outstanding communication and coaching abilities. As the Head of Customer Onboarding, you will lead a team of Onboarding Specialists, overseeing the seamless integration of Flexkeeping into hotel operations. Your primary responsibility will be to understand the unique workflows of each hotel and provide strategic guidance throughout the onboarding process, ensuring a successful digital transition. This role requires a proactive approach to team management, effective collaboration with stakeholders, and a commitment to delivering exceptional service.

Here are some of the things you will be working on…

👉 Your job duties & responsibilities

Take ownership of the end-to-end onboarding process (online and on-field), including pre, during, and post-onboarding phases.
Lead, oversee and supervise a team of Onboarding Specialists, offering continuous guidance and support throughout their onboarding journey to ensure the team's success.
Collaborate with customers to customize and configure Flexkeeping according to their specific requirements.
Conduct online and onsite training sessions for customers to ensure a thorough understanding of Flexkeeping functionalities.
Offer strategic insights and recommendations to customers, maximizing their utilization and benefits of Flexkeeping.
Manage large-scale projects from inception to completion, such as orchestrating the Flexkeeping rollout across extensive hotel groups or managing Pilot projects.
Provide dedicated support and assistance to new customers during their initial days, ensuring a smooth transition to the Flexkeeping platform.
Maintain comprehensive records of all customer interactions, accurately process customer accounts, and organize relevant documentation using company-designated tools.
Continuously evaluate and optimize the onboarding process (online and on-field) to enhance efficiency and customer satisfaction.
Act as a liaison between customers and internal teams, effectively communicating customer feedback and requirements to drive product improvements and enhancements.

👌 Your qualifications & personality

Extensive experience in managing hotel operations and/or leadership roles in customer onboarding within SaaS companies.
Exceptional communication skills and fluency in IT terminology.
Proficiency in English; fluency in additional languages such as German, Scandic, Spanish, Italian, Portuguese, or French is highly advantageous.
Demonstrated ability to thrive in a fast-paced tech environment and adeptness at working both independently and collaboratively leading a team.
Strong customer orientation with the flexibility to adapt to diverse hotel operations, personalities, and situations.
Effective time management, prioritization, and organizational abilities.
Reliability and proactivity, coupled with a genuine passion for innovative technology.
Proven track record of meeting deadlines, achieving goals, and fulfilling objectives (KPIs).
Willingness to work outside standard hours if necessary, albeit occasionally.
Eagerness to travel.

🟡 The Culture of Flexkeeping

They ask us: “How did you get recognised as one of the 10 Best Places to Work in Hotel Tech?”

... simple: We are keeping it real!

In other words - we want to provide a supportive environment where everyone can be themselves. We want to work with honest, incredible individuals who want to do something big, learn, contribute, and have fun. Business is dull if it’s not fun. But it is also a waste of time if you don’t mean business!

We might be in different places in life. Someone has a family, another person is just out of college, and the third person is a true voyager. Whatever your thing is, we support you as long as we are moving the mountains of hotel operations together, growing the business, and having ridiculous amounts of fun while going at it.

🎉 Perks and benefits of working with us