Onboarding Specialist

We are working with a growing hospitality technology company to recruit an Onboarding Specialist to join their US-based team.

Our client provides cloud-based technology to hotels and hospitality businesses, helping operators streamline their day-to-day operations and get more from their technology. As the business continues to grow, they are looking for an experienced hospitality professional who can guide new customers through the implementation and onboarding of their platform.

This is a fully remote position and can be based anywhere in the United States.

The Role

As an Onboarding Specialist, you will take ownership of new customers following the sales process, guiding them from initial handover through configuration, implementation, training and successful go-live.

You will work closely with hotel owners, operators, General Managers and operational teams to understand their requirements, configure the platform appropriately and ensure customers are confident using the system from day one.

The role combines project management, customer engagement, training and hospitality technology, making it particularly well suited to someone who understands hotel operations and enjoys helping customers adopt new technology.

Key Responsibilities

• Manage multiple customer onboarding and implementation projects from initial kick-off through to go-live.

• Act as the primary point of contact for customers throughout the onboarding journey.

• Understand each property's operational requirements and translate these into appropriate system configurations and workflows.

• Configure and support the implementation of Property Management System (PMS) functionality.

• Coordinate data collection, migration and system setup ahead of launch.

• Deliver remote training and product education to hotel teams and key stakeholders.

• Guide customers through integrations with relevant third-party hotel technology and distribution platforms.

• Proactively manage project timelines, dependencies and potential implementation risks.

• Work closely with internal Sales, Customer Success, Support and Product teams to ensure a smooth transition throughout the customer lifecycle.

• Support customers during go-live and ensure a structured handover into ongoing Customer Success or Support.

• Maintain accurate records of onboarding progress, milestones and customer communications.

What We're Looking For

We are particularly interested in candidates who combine hospitality industry knowledge with strong customer-facing and technology skills.

You may already be working for a PMS or wider hotel technology provider in an Onboarding, Implementation, Customer Success, Professional Services or similar position.

Alternatively, you may currently work within hotel operations and have significant experience implementing, administering or training teams on PMS technology.

Ideally, you will have:

• Experience working with hotel Property Management Systems (PMS) or closely related hospitality technology.

• A good understanding of hotel operations and the workflows associated with front office, reservations, rates, inventory and guest management.

• Previous experience in onboarding, implementation, customer success, project management, training or a similar customer-facing role.

• Confidence managing multiple customer projects simultaneously.

• Strong communication and stakeholder management skills.

• The ability to explain technical concepts clearly to both technical and non-technical users.

• Strong organisational skills and the ability to manage deadlines independently.

• A proactive, problem-solving approach to customer challenges.

• The ability to work effectively within a remote and geographically distributed team.

Experience with wider hotel technology such as channel managers, booking engines, revenue management systems, payment platforms, distribution systems or third-party integrations would also be advantageous.

Package:

• $65,000 base salary

• Private healthcare

• Great progression opportunities

• A supportive, knowledgeable team to support your development

• Fully remote working

• Other great benefits

Why Apply?

This is an opportunity to join a growing technology business operating within the hospitality sector and play a key role in the customer journey.

You'll work directly with hotel businesses across the US, helping them successfully adopt technology that has a tangible impact on their day-to-day operations.

The position is 100% remote within the United States and offers the opportunity to develop your career within the rapidly evolving hotel technology sector.

If you have experience within hotel operations, PMS technology, onboarding or implementation and are interested in exploring the opportunity, we'd be keen to hear from you.