What you will do
As a Customer Engagement (CE) Specialist, you will be responsible for turning new customers and users into successful and satisfied Lighthouse product users. You will drive the implementation and onboarding process for both integrated and non-integrated hotel customers, ensuring smooth and timely transitions. This role is pivotal in improving product adoption and contributing to customer satisfaction and retention.
Where you will have impact
- Implement new hotel customers onto Lighthouse’s Business Intelligence, Channel Manager, and Pricing Manager products
- Use tools such as Salesforce, SFTP, AWS, RunDeck, Gainsight, Grafana, Intercom, and more for integration and onboarding
- Identify and enhance implementation processes to boost efficiency and accuracy
- Collaborate with Sales, Customer Care, and Product Management teams to ensure seamless transitions
- Execute onboarding based on playbooks: including system configuration, channel and brand connectivity, and reporting setup
- Deliver best practice training to drive ROI and product value
- Create and maintain onboarding content, training materials, and knowledge base articles
- Conduct training sessions for customers at churn risk to boost adoption
- Onboarding is fully remote, primarily one-to-many. One-to-one sessions are limited to essential cases. Small or simple setups are handled in-app. All onboarding is managed via Gainsight.
- Support Quality Assurance efforts throughout the onboarding lifecycle
About our team
Our Customer Engagement team is a collaborative team across the AMER, APAC and EMEA regions. The team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. As a member of our team, you'll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.
Who you are
- A minimum of 2 years of experience in customer care, onboarding, implementation, or a similar customer engagement role.
- Strong understanding of the hospitality industry and hotel tech ecosystem
- Familiar with BI, Benchmark Insight, Revenue Insight, or Channel Manager tools
- Excellent communication and presentation skills
- Fluency in English and French is required for this role. Dutch, Spanish or other languages are a big plus!
- Confident with Google Suite and content creation tools
- Experience using Gainsight, Intercom, and other onboarding platform
- Able to create engaging onboarding media such as video tutorials
- Analytical, solution-oriented, and proactive mindset
- Comfortable working remotely and managing multiple onboarding tracks
Technologies you will work with?
- Gainsight
- Intercom
- Google Suit
- Content creation tools
What's in it for you?
- Flexible working environment: Work from home or at one of our offices in Spain or Belgium.
- Flexible time off: Autonomy to manage your work-life balance.
- 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 75,000+ users worldwide.
- Comprehensive health insurance: Extensive coverage for you and your dependents.
- Competitive compensation: Proactively maintained to value your work.
- Referral bonuses: Earn rewards for bringing in new talent.
- An international and inclusive team environment
- Opportunities for professional growth in a fast-growing hospitality tech company
