Customer Engagement Specialist

At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential.

Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 850+ teammates span 35 countries and represent 34 nationalities.

At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀

What you will do

You will be the crucial link between our powerful technology and our clients' success. You will manage the complete onboarding journey for new customers, from the technical integration of our BI and PMS integrated products to providing comprehensive training. Also, your work will ensure our clients can fully leverage our platform from day one, setting them up for long-term success

Where you will have impact

• Implement and integrate our products for new hotel clients, ensuring seamless connectivity, system configuration, report scheduling, and troubleshooting for smooth onboarding.
• Escalate complex technical issues to the Data Engineering team, facilitating prompt resolution and ensuring the highest level of support for our clients.
• Train and empower clients to effectively use our platform through engaging video calls and clear communication. 
• Manage a dynamic portfolio of 20-50 client onboardings simultaneously, guiding them through various stages of the implementation process. 
• Serve as the client's trusted advisor, translating complex technical information into easy-to-understand guidance. 
• Collaborate with the Product Integration Management (PIM) team to troubleshoot and resolve technical issues, ensuring data integrity and system performance.
• Contribute to improving team efficiency by developing documentation, participating in webinars, and proposing innovative solutions, including the use of AI tools. 
• Ensure a smooth handover of successfully onboarded clients to our Customer Care or Account Management teams.

About our team

The Customer Engagement team is the driving force behind a successful client launch. We see the direct impact of our work as we help hotels improve their systems and leverage better data. We own the entire onboarding process for our integrated products, from the first technical connection to the final user training. We are also a mix of technical experts and skilled communicators who thrive on problem-solving and helping our clients succeed.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Alan Healthy benefits: 160€/month for food or nursery.
• Flexible retribution: Optional benefits through tax-free payroll deductions for food, transportation and/or nursery. 
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

Essential

• Proven experience in a technical implementation or client onboarding role, preferably within a SaaS environment. 
• Hands-on experience with the integration of software systems, such as Property Management Systems or Business Intelligence tools. 
• Excellent communication and presentation skills, with the ability to train users and explain technical concepts to a non-technical audience. 
• Strong organizational skills with the capacity to manage multiple projects and clients concurrently. 
• A customer-centric mindset and a passion for helping people solve problems. 
• A proactive and collaborative approach, with an interest in improving team processes and efficiency. 
• Strong knowledge of the hospitality industry, including hotel operations and property management, sales and revenue systems.
• Full professional proficiency in English.

We welcome

• Fluency in an additional language, particularly Spanish or German. 
• Familiarity with Lighthouse products.

Technologies you will work with

Property Management Systems (PMS) like Opera, Business Intelligence (BI) tools, Jira, Confluence, Slack.

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment to ensure all qualified candidates can participate fully. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply. Not ticking every box? No problem! We value diverse backgrounds and unique skill sets. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry. #LI-Hybrid