Description

Hi, we’re Actabl.

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.

In this role you will:

The Customer Onboarding Specialist at Actabl is crucial for the successful deployment of our solutions, guiding new customers from initial configuration through handoff to Customer Success. This role involves configuring Actabl applications based on customer requirements, managing the project lifecycle, and ensuring a smooth transition. Responsibilities evolve to include advanced configuration, client relationship management, mentorship, developing best practices, and strategic oversight, ensuring high-quality and timely solution delivery. This requires strong communication, problem-solving skills, and a deep understanding of our software solutions.

Typical Functions:

• Collaborate with sales, project management, and customer success teams to understand client needs and project scope.
• Configure software solutions according to customer requirements and best practices.
• Conduct customer training sessions (remote and/or on-site) to ensure user proficiency.
• Provide technical support and troubleshooting during the implementation phase.
• Develop and maintain implementation documentation and training materials.
• Manage multiple implementation projects simultaneously, adhering to timelines and deliverables.
• Communicate effectively with customers, setting clear expectations and providing regular updates.
• Identify and escalate potential risks or issues to management.
• Contribute to the continuous improvement of implementation processes and tools.
• Participate in structured training programs to gain in-depth knowledge of Transcendent and ALICE platforms.
• Shadow senior Customer OnBoarding Specialists on customer calls, configurations, and training sessions.
• Assist with basic data entry, configuration tasks, and documentation updates under direct supervision.
• Learn internal tools and systems used for project management and customer communication.
• Provide support to Level 2 and Level 3 specialists as directed.
• Begin to understand the contract-to-handoff lifecycle.
• Other tasks and duties as assigned

Requirements

Unpacking What We’re Looking For

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 ensure implemented products align with company requirements and industry standards.
• Proficiency in creating, updating, and distributing product documentation as needed to support implementation processes.

Key Competencies:

Analytical and Problem-Solving Skills:

• Problem Diagnosis: Ability to troubleshoot, diagnose, and determine when to escalate 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 their processes to our tool.
• Data Analysis: Ability to work with customer data, and review and edit customer provided data to ensure proper and efficient integration and reporting.

Technical Skills:

• Configuration & Customization: Experience configuring software products to meet client needs, including adjusting settings, setting up workflows, and customizing features.
• Data Management: Ability to review customer-provided data, understand its compatibility with our system, and coach customers through necessary data changes for successful migration and validation into the software platform.

Customer-Facing Skills:

• 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: The ability to deliver strong, timely, and consistent verbal and written communication, effectively translating complex technical concepts into clear, understandable terms for 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, including the early identification of risks and communicating how to avoid those or escalating rapidly if the project is headed in that direction.
• Cross-functional Collaboration: Experience working with development, sales, support, and customer success teams to ensure all aspects of the implementation are covered.

Industry Knowledge:

• Industry-specific Expertise: Knowledge of the hospitality industry is beneficial to understand the customer’s pain points and operational needs, but not required.

Soft Skills:

• Adaptability: Essential in dynamic software environments, demonstrating agility to adapt to evolving customer needs, product updates, and new challenges. This includes the capacity for real-time strategic adjustments during customer interactions, maintaining composure and momentum.
• Attention to Detail: Implementations often involve detailed configurations and data setups, requiring accuracy, and the meticulous documentation of all project steps and decisions throughout the project lifecycle.
• 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 hybrid position and will be part of our Denver office with an expectation of working three days (Tuesday-Thursday) in-office and two days (Monday & Friday) remote. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary, with a focus on either the Atlanta or Tampa Metro Areas.

Actabl Around the World:

We are a hybrid friendly workplace with our main office in lower downtown Denver and with additional office hubs located in Atlanta & Tampa, 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. 

Preview Your Team Member Experience

Total Rewards At-a-Glance:

All Actabl full-time team members and their dependents based in the United States are able to receive the following benefits starting on the first of the month following the first day of employment:

Health & Wellness

• Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
• Employer-paid life & AD&D, short-term disability & long-term disability
• Discounted pet insurance plans through Wishbone
• Employee Assistance Program (EAP) services available to employees & their dependents
• On-site gym available for free use at Denver office

Financial Wellbeing

• Competitive base salary with bonus structure
• Healthcare spending accounts with employer contributions
• 401(k) plan with an employer match of up to 4%

Flexibility & Time Off

• Unlimited discretionary time off hours to be used when needed
• 10 observed US federal holidays throughout the year
• Winter recess for all Actabl employees between December 24th-January 2nd
• 12 weeks of parental leave for both birthing & non-birthing parents

Compensation:

Qualified candidates can expect a salary range of $58,000 - $63,000/year depending on experience. Potential for end-of-year bonus earnings and periodic merit increases also available based on company and/or personal performance.

Ready to Check-in to Your Next Role?

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

Candidate AI Usage Policy

We are committed to fostering a hiring process that reflects each candidate’s unique skills, experience, and perspective at Actabl. To support a fair and authentic evaluation process, the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual), as well as take-home assessments, test projects, and work samples.

Accommodation Requests

We understand that some candidates may require accommodations that involve the use of AI. If you require any accommodations during the interviewing process please contact us in advance at people-team@actabl.com. We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed!

Our Nondiscrimination Promise

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.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.