Customer Onboarding Specialist - EMEA

Hi, we’re Actabl.

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.
• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily. 
• Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

Your Role - Come Join Our Team!

In this role you will:

The Customer Onboarding Specialist at Actabl plays a crucial role in the successful deployment of our solutions, ranging from assisting with initial configurations to independently managing complex implementations for key clients in our EMEA market. This individual will utilize customer requirements to configure Actabl applications, work closely with customers throughout the deployment lifecycle, and ensure a smooth transition through configuration, deployment, and hand-off activities. Responsibilities expand to include advanced configuration, client relationship management, mentorship, development of best practices, and strategic oversight of multiple projects and team members, ultimately ensuring high-quality and timely solution delivery.

We are especially interested in candidates with hotel operations experience, as this insight provides valuable context when supporting our hospitality customers.

Typical Functions:

Configure and deploy systems:

• Perform comprehensive system setup and configuration based on client requirements and project specifications.
• Execute accurate and efficient data loading from various sources into the system.
• Design, develop, and implement custom reports to meet client analytical and operational needs.
• Conduct detailed data mapping and transformation to ensure seamless integration and data integrity across systems for all implementation projects.

Support project management: 

• Actively participate in customer calls and meetings alongside Project Managers to provide technical support and address client inquiries.
• Contribute to project review sessions by offering insights into technical progress, challenges, and proposed solutions.
• Collaborate with Project Managers to understand client expectations and translate them into actionable technical tasks.

Communicate project status: 

• Maintain robust and proactive communication with Project Managers and relevant stakeholders regarding project progress, milestones, and potential roadblocks.
• Promptly escalate any critical issues, risks, or deviations from the project plan to the Project Manager, providing clear context and proposed solutions.

Document configurations: 

• Accurately and comprehensively document all custom configurations, system settings, and process flows within customer accounts.
• Maintain detailed records of changes, updates, and specific client requirements to ensure consistency and facilitate future support.

Troubleshoot and research: 

• Proactively identify and diagnose configuration problems, system malfunctions, and data discrepancies.
• Conduct thorough research and analysis, utilizing internal knowledge bases, documentation, and external resources to identify root causes.
• Develop and test alternative solutions, consulting with peers and subject matter experts to validate approaches before implementation.

Facilitate testing: 

• Support and actively participate in business process testing (BPT) of the application to ensure functionality aligns with client requirements.
• Collaborate with quality assurance teams to identify, report, and track defects.
• Assist in preparing test data and executing test scripts prior to formal end-user acceptance testing (UAT).

Ensure timely delivery: 

• Proactively monitor project timelines and individual task progress to ensure all components of implementation projects are completed on schedule.
• Identify potential delays early and collaborate with the project team to mitigate risks and maintain project momentum.

Manage implementation tasks: 

• Coordinate and effectively prioritize multiple implementation tasks, balancing competing demands and deadlines.
• Develop and maintain detailed project plans, timelines, and task lists, ensuring clear accountability.
• Regularly communicate project status, progress, and identified risks to project managers, senior management, and customers as needed, providing transparent updates.

Oversee quality assurance: 

• Assist in overseeing the entire implementation process, working closely with internal teams and external customers to ensure adherence to quality standards.
• Conduct internal reviews and validations to confirm that implemented solutions meet functional and technical specifications and deliver a high-quality end product.
• Provide expertise and guidance to ensure best practices are followed throughout the implementation lifecycle.

Additional Responsibilities: Perform other duties as assigned to support the team and organization’s goals.

Ideal Skills & Experience

• Skilled in SaaS Platform configuration and customization
• Customer Service, technical experience, or similar experience preferred
• 2+ years knowledge of SaaS experience preferably in the hotel industry. 
• Ability to triage current work queue and prioritize accordingly
• Experience training Customers on how to use the software, and addressing their specific business needs preferred
• Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical)
• Ability to work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software
• We are especially interested in candidates with hotel operations experience, as this insight provides valuable context when supporting our hospitality customers.

Key Competencies:

• Problem Diagnosis: Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical).
• Business Process Analysis: Understanding how a customer’s workflows and processes work so you can help adapt the solution to their specific needs.
• Data Analysis: Ability to work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software.
• Understanding of software platforms: Familiarity with cloud-based software solutions and how they differ from traditional software models.
• Configuration & Customization: Experience configuring software products to meet client needs, including adjusting settings, setting up workflows, and customizing features.
• Data Management: Skills in managing, migrating, and validating data from client systems into the software platform.
• Customer Onboarding and Training: Experience guiding internal and external customers through the onboarding process, training them on how to use the software, and addressing their specific business needs.
• Customer Communication: Strong verbal and written communication skills to explain complex concepts clearly to non-technical clients.
• Customer Service Orientation: A proactive attitude toward helping internal and external customers resolve problems quickly, as well as fostering long-term customer relationships.
• Cross-functional Collaboration: Experience working with development, sales, support, and customer success teams to ensure all aspects of the implementation are covered.
• Industry-specific Expertise: Knowledge of the hospitality industry is beneficial to understand the customer’s pain points and operational needs, but not required.
• Compliance & Security Awareness: Familiarity with data protection regulations (e.g., GDPR, HIPAA) and best practices in software implementations that involve sensitive customer data.
• Adaptability: Software environments are dynamic, so the ability to adapt to changing customer needs, product updates, and new challenges is essential.
• Attention to Detail: Implementations often involve detailed configurations and data setups, requiring accuracy.
• Time Management: Ability to handle multiple projects at once and prioritize effectively.

We try to be specific about the experience we believe you’ll need to have in order to be successful in this position, however, we encourage you to apply even if you don’t meet 100% of the outlined bullet points. If you are excited about innovating hospitality through technology and are a top-performing team player with a strong work ethic, we’d love to hear from you!

Work Environment:

This is a fully-remote position supporting our international customers in the EMEA market with preference for candidates located in the UK or within reasonable traveling distance.

We are a hybrid friendly workplace with office hubs located in Atlanta & Tampa in addition to our new HQ in downtown Denver, and our remote based domestic & international employees support our hoteliers across the globe. No matter where you live and work, you’re a valued member of the Actabl team. 

Compensation Package:

Qualified candidates can expect a salary range of £35,000 - £45,000 GBP depending on experience. Applicants outside of the UK will be eligible for a comparable range in their currency.

If you’re excited about our mission in empowering hospitality through technology, apply to join the Actabl team today!

Actabl is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.