As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

What are we looking for?

The role of the Customer Onboarding Specialist is to set up and configure SiteMinder's customers across Asia with the SiteMinder product they have purchased and then provide ongoing technical and non-technical training.

The Customer Onboarding Specialist is responsible for correctly implementing the software product and teaching the customer how to use it, ensuring the customer gets the full benefit of SiteMinder's product while simultaneously providing a high level of customer satisfaction.

This position is hired as temporary employment from October 23rd 2017 - June 25th 2018 (8 months).

We're no longer a startup, but we're pretty young in our journey and still growing rapidly.

We are working on a variety of initiatives to support our staff in getting the best out of their SiteMinder career experience. Our people tell us that they joined us for career opportunities, the unique culture and the engaging and challenging work they undertake every day. What they really love about working at SiteMinder is the fun, friendly, relaxed environment and the work hard, play hard camaraderie they share with their teams.

You can find us at siteminder.com for additional information that should help inform your decision to apply.

• Qualify customer requirements in a courteous and effective manner, preparing customers for technical implementation and identifying the appropriate setup requirements.
• Identify and communicate the most appropriate training requirements for each customer.
• Deliver a high standard of customer training via telephone, Skype, face-to-face communication and any other avenues when necessary.
• Clearly communicate SiteMinder's support procedures to customers to ensure ongoing satisfaction with SiteMinder's customer service.
• Assume ownership of customer problems and seek to identify, respond and resolve any issues before they become a conflict, ensuring a satisfactory solution for both SiteMinder and the customer.
• Manage daily caseloads effectively, ensuring customers progress appropriately through the onboarding lifecycle in order to become a paying customer.
• Regularly meet and/or exceed individual key performance indicators (KPIs) with cases appropriately prioritized.

• 2 years of experience working in a KPI and service level agreement (SLA) driven environment, ideally within a software-as-a-service (SaaS) company.
• Some experience or familiarity with hotel and/or travel technology is highly preferred.
• Exceptional Mandarin and English communication skills, both verbal and written.
• A passion for the online technology space and a strong technical aptitude.
• Strong problem solving abilities and a high level of customer service.
• Goal-oriented: motivated to set and exceed targets.