Customer Onboarding Specialist

Job description

Hostaway is the fastest-growing global SaaS start-up in the vacation rentals industry. Our products provide the best and most cost-effective solutions for property managers and vacation rental owners. Our major partners include Airbnb, Booking.com, Expedia, and several other leaders in the industry.


As the leading property management and vacation rentals platform (PMS and Channel Manager), our mission is simple: To build a cutting-edge product by teaming up with exceptional thinkers and passionate go-getters. We strive to foster the best environment for your team members, to cultivate growth and inspiration and create an exceptional experience on our team.


Since launching in 2015, Hostaway has been rapidly expanding our teams in Toronto and Barcelona. As a fast-paced startup, our goal is to create a culture of self-starting individuals with a tenacity for learning and a sense of urgency born out of passion for growth.


Work with us. Grow with us. Win with us.


Our Barcelona team is looking for Customer Onboarding Specialists to join our rockstar Sales team to create and provide an outstanding onboarding experience for our customers around the world.

Requirements

What the role is all about:

As a Customer Onboarding Specialist you play a key role somewhere in between our Customer Success and Sales Teams by providing an exceptional customer experience, during the early stages of the sales cycle. 


Have you ever been to a restaurant where the moment you stepped through the door the people greeting you at the front made you feel impressed and amazed right from the get-go? And conversely - in rather unfortunate scenarios where your first impression leaves you with a poor impression of the entire restaurant experience, no matter how great the quality of the main course was. 


We want to make sure that our customers feel at their best, from the moment they walk through the door. Which is where you come in. As a Customer Onboarding Specialist, your job is to ensure a successful onboarding for our clients whether they come from previous channel management software solutions or are completely brand new to the entire space.


This is the most important phase of the customer lifecycle, and the Customer Onboarding Specialist is responsible for establishing the solid foundation that drives customers’ future successes. You'll be working in conjunction with the Business Development Representatives, Account Managers and closely with the Product Team. 


In a nutshell - your role is a blend of customer-facing communication, Sales, Project Management, all the while gathering product feedback.


This is a great opportunity for motivated individuals who are experienced in SaaS sales while providing excellent customer service. Successful Onboarders have an obsession for accuracy, a passion for helping others and a blend of technical and sales driven interpersonal skills.


As an OBS you will:

  • Train and help clients configure multiple parts of the software by phone and screen share e-meetings

  • Master the product through our formal onboarding program and continued learning

  • Provide timely responsed to customer inquiries via phone and email

  • Proactive outreach to ensure customer success during their first months 

  • Partner with Sales, Services and Product teams to define ongoing best practices for onboarding tasks

  • Gather, analyze and process client data during data migrations.

What we're looking for:

  • SaaS-experienced tech savants who understand and love complex products
  • Well-informed and up-to-date individuals who know the ins and outs of industry trends
  • Sales/Service-oriented people with exceptional communication skills
  • Way-outside-the-box thinkers
  • Highly independent doers who thrive off building close team relationships but know how to brainstorm, create, and execute on their own 
  • Ambition - you've set big goals and high expectations for yourself but you're not afraid to make mistakes along the way
  • Creativity - hobbies, learning, and constant self-development are at the core of our team values

Canditate profile/experience:

  • 2-4+ years of professional experience within Sales, Product, and/or CS teams
  • You've built teams and processes either from scratch or torn down existing ones to create something new
  • Exceptional communication skills (written, oral, verbal)
  • Experience and ability to work in fast-paced environments 
  • Experience as host or property owner hosting on Airbnb, Booking.com, Expedia, HomeAway and many other OTAs is a strong plus
  • Multi-tasker at heart, switching between spreadsheets, graphs, and industry blogs to optimize your workflow
  • Short-term rental market experience preferred
  • Experience in selling SaaS software based subscriptions preferred

Requirements:

  • Exceptional customer relationship building skills

  • Excellent written and oral communication skills

  • Strong analytical capabilities for advanced problem-solving

  • Highly organized with a strong ability to juggle multiple tasks and projects at the same time

  • An intuitive knack for building personal tools, systems, roadmaps, and other organizational tools to stay on track and on top

  • Critical thinking and creative approaches to solutions

  • High degree of flexibility

  • Eye for detail, we love dogs so please upload your favourite dog picture along with your application

Who we are:

  • A global SaaS team with a culture that has Scandinavian values at heart, valuing openness, freedom, and success of the individual
  • Super fast-paced team currently doubling & tripling our teams, seeking out the leaders of tomorrow 
  • A ‘family’ of creatives, big thinkers, and ambitious humans 
  • Diverse and open-minded. We don’t care much for labels nor traditional thinking

We want to offer you:

  • A beautiful working space located in a fantastic space, in sunny Barcelona 
  • Team lunches, outings, fitness classes, and more
  • Endless growth and career opportunities 
  • Annual company trips to exciting locations 
  • Support for potential future relocation to any one of our offices 
  • Handpicked team of the best people

If this sounds like a team you’d like to be a part of right away - then we can’t wait to hear about you!

Let’s get in touch and discuss your next, big career move.