Client Onboarding Manager - Integrated Products

At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.

We successfully raised 80 million in series B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 650 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector? 🚀

Wha you will do: #LI-Hybrid #DN-1

The Onboarding Manager - Integrated Products will set up customers for immediate success by facilitating the onboarding process for new accounts. As an Onboarding Manager - Integrated Products you will educate new customers on our BI solution, help solve technical problems, and ensure smooth adoption of our products. Our goal is to deliver an outstanding customer experience and this is the first step in the process.

The ideal candidate is passionate about helping customers and has excellent product knowledge. The Onboarding Manager - Integrated Products will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate improvements to the overall onboarding process.

Where you will have impact:

• Manage the entire BI onboarding process for new customers, from implemented properties to onboarding, ensuring customers understand our products and get value as quickly as possible
• Deliver confident training sessions which educate and enable new users, illustrating the benefits of our BI product, effectively communicating value to customers and instilling confidence and belief in the product
• leading a Welcome call in which you are introducing the customer to the process and setting expectations for timeframes/needed docs
• Wear customers’ shoes: provide world-class service and white glove experience
• Leverage feedback for continuous improvement to the onboarding process. Assist in mapping out the perfect onboarding journey
• Develop a deep understanding of customers' needs, by getting all the info from both Sales and Implementation depts.
• Bring your own personality to develop rapport and meaningful relationships with customers, building connections and gaining trust
• Collect product feedback from customers and share it with the relevant teams such as sales, customer care or engineering
• Keep focused on a healthy user/subscription adoption
• Build a strong partnership with both Sales and Implementation teams, ensuring solid communication, coordination and alignment

Whats in it for you?

• A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
• Unlimited time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• Two annual Wellbeing Days, on top of your personal holidays, when we take some time away from our computers with the entire company
• Workshops and frameworks that help employees realize their full career potential
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• The chance to grow and evolve the data culture at a fast-growing scale-up
• A compensation program that values your work and which we will proactively keep competitive
• 401k matching up to 4%
• The option of three health insurance plans from Blue Cross Blue Shield that will suit your personal needs. 99% company contribution towards the base plan and 50% coverage for dependents and spouses 25 dollars/month contribution to HSA
• We know not everyone relaxes the same way; therefore, we’ve opted to support your general wellbeing by subsidising up to 80% of your monthly ClassPass subscription
• A referral bonus scheme when you bring new talent to our #bestteamever!

Who you are:

• Bachelor’s degree or equivalent experience
• Minimum of 3 years experience in a customer-facing role such as account management, customer success, customer care or sales
• (SaaS) implementation & onboarding experience of RMS/BI, Channel Manager or PMS solutions in the hospitality tech space
• Excellent product knowledge
• Excellent oral and written communication skills
• Great presentation skills & comfortable with one-on-one or one-to-many training sessions
• Feeling comfortable collaborating with C-level professionals
• Ability to break down complex technical processes into bite-sized topics and deliver it to different levels
• Ability to spot expansion opportunities
• Capacity to understand a client’s business and needs
• Obsessed with account health and product adoption
• Desire to deliver the customer a top notch experience
• Ability to work independently and manage multiple priorities
• Ability to cross-functionally collaborate with different and diverse internal stakeholders

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. 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.

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.