Onboarding Specialist

Who is Book4Time?

Founded in 2004, Book4Time is a global leader in wellness and recreation management solutions for the hospitality market. Our SaaS platform manages the end-to-end guest experience and back office operations for hotels, resorts, casinos and private clubs in over 100 countries. In everything we do we are guided by five clear values: Commitment, Integrity, Teamwork, Accountability and Innovation.

About the Role

We’re looking for an Onboarding Specialist in the SaaS space who is passionate about working with new customers and leading their end-to-end launch experience with our software. You are the customer advocate, who owns and leads Book4Time SaaS implementations. You will proactively listen, separating the wants from needs, provide recommendations, configure the system and deliver detailed training in accordance to best practices in Book4Time.

As a member of our team, you will own the customer journey in adopting our software from kick off through to launch and personally deliver live 1-on-1 online training sessions via Zoom or in person (if needed). You will participate in creating effective training programs, updating training documentation, and materials to educate customers on best practices and enable them to achieve their business goals while utilizing our software.

How you'll make an impact:

Requirements gathering, Kick-off and Configuration

• Work closely with the Project Coordinator and the Sales team to understand and prepare for initial customer communication.

• Educate customers on what is required for successful implementations.

• Gather and document all customer functional and technical requirements.

• Configure the Book4Time account following all the information gathered.

• 3rd party integrations configurations (no technical skills required)

Training delivery and managing the onboarding journey

• Set the path for the customer journey end to end: confirm a common understanding of project scope, delivery approach, task ownership, and deliverables.

• Control and communicate the project scope, schedules, and risks.

• Lead weekly training and project discussions, review work plans, risks, actions, issues, and decisions that drive projects to completion and minimize “time to value”

• Deliver training sessions: train-the-trainer, and end-user training.

Responsibilities:

• Become a knowledgeable product expert in all aspects of the Book4Time platform.

• Lead the training session and onboard customers from kick off planning to ensure a successful transition to post-go-live Support and Customer Success teams.

• Work with our customers to understand their business requirements, goals, and objectives focusing on a successful onboarding experience.

• Customer account initial setup and configuration before account delivery, ensure the setup aligns with the customer's business requirements.

• Deliver the product training program for each assigned customer project via Zoom (and onsite when required) ensuring training deliverables are met within allocated timelines

• Manage all project deliverables, dates / milestones, mitigate risks, and assist the customer in completing their required work activities.

• Act as the subject matter expert throughout the client's onboarding journey, consulting on best practices and how-to’s.

• Participate in Onboarding team activities focused on enhancing/improving our existing training materials, product documentation, and how-to videos.

What we are looking for:

• At least 3 years experience training and implementation preferably in B2B software / SaaS.

• Bilingual: English and Spanish

• Experience working in a hotel, spa, or wellness business in an operations or customer-facing role. (Preferred but not mandatory)

• Experience creating training materials and documentation.

• Excellent verbal and written communication skills – ability to articulate complex topics, issues, and resolutions both orally and in writing.

• Strong understating of project management structure.

• Have strong business acumen, multi-tasking, and analytical skills.

• Excellent presentation skills, remote (zoom meetings) and in-person.

• Bachelor’s degree in education, business, or related fields with experience in software implementation and onboarding. (Preferred but not mandatory).

Life at Book4Time

Book4Time is the leading cloud-based spa, wellness and leisure activity management software for the world’s top hotels and resorts, used by more Forbes 5-Star resorts than any other vendor. We are the trailblazers in our space and we continually strive to learn and grow, while still taking the time to celebrate and recognize our teams from birthdays to anniversaries and team wins! Some of the ways Book4Time supports our team at and outside of work include:

• 100% employer-paid premium benefits

• Fitness membership program

• Annual wellness stipend

• Company match group RRSP program

• 18 days of paid time off plus corporate holidays

• Remote-First work environment (1 day in office per week. Office location: Markham, ON)

• Professional Development Budget

Additional Information

Book4Time is committed to accessible employment practices that are compliant under the Accessibility for Ontarians with Disabilities Act ("AODA") and supports equal opportunity. Accommodations are available on request for candidates taking part in all aspects of the selection process. For internal and external applicants who require accommodation in the recruitment and selection process, please contact 905-752-2588 or hr@book4time.com for assistance/support.

As a condition of employment, all successful candidates will be required to complete a credit + background check.