Customer Onboarding Specialist, Hotels

Job Description

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

The Hotel Customer Onboarding Specialist is an integral member of the Tripleseat Customer Success Team. This individual is responsible for owning the customer relationship during the onboarding phase of the customer journey and operates with a high level of autonomy while building and nurturing strong relationships. From the moment the sale closes, the Onboarding Specialist takes the lead in managing the implementation project and delivering product training, ensuring a seamless transition into the Tripleseat platform.

Location: This position is open to remote candidates eligible to work in the United States. A hybrid work schedule will be offered if the ideal candidate is based near the Concord, MA office.

Travel Expectations: If the ideal candidate is located outside the Concord, MA area, they will be required to complete initial onboarding at the Concord, MA office, followed by quarterly in-office visits. For local candidates, an in-person presence at the Concord office is expected at least once per week for sales meetings and events. Additional travel may include occasional trips for company events and training.

 

Core Responsibilities:

• Lead the customer onboarding journey, beginning with the kickoff call.

• Deliver high-quality training and guidance that highlights Tripleseat as the premier solution for customer goals.

• Drive early adoption and manage expectations throughout the initial customer journey.

• Customize and configure the Tripleseat system according to the customer’s operational needs, actively listening and empathizing with each client.

• Ensure all onboarding tasks and criteria are fully completed prior to handoff.

• Maintain clear, organized documentation and utilize all project management tools effectively.

• Develop deep subject matter expertise in Tripleseat products.

• Collaborate with the assigned Professional Service Representative to convey specific customer needs.

• Coordinate ancillary services including data imports, PMS integrations, and other third-party features.

• Escalate and troubleshoot complex onboarding issues with the Hotel Customer Success Leadership team.

• Establish credibility as a trusted advisor and hospitality industry expert through strategic insight sharing.

• Proactively manage conflicts, identify root causes, and propose creative solutions.

• Assist with onboarding and training related to new Tripleseat products.

• Serve as a resource to cross-functional teams including Customer Support, Account Management, Billing, Sales, and Marketing.

• Contribute to the creation and refinement of onboarding and customer success processes, documentation, and materials.

• Support the Enablement Team by contributing to internal and customer-facing educational content.

• Perform other related duties as assigned.

Knowledge, Skills and Abilities Required:

• Alignment with company values, a strong customer-centric mindset, and the ability to build rapport across teams.

• Excellent communication and presentation abilities.

• Strong organizational and time-management skills to meet critical deadlines.

• Natural drive and self-motivation—thrives in fast-paced environments without needing external prompting.

• A collaborative spirit paired with a sense of humor and resilience.

 

Preferred Experience:  

• Minimum of 2 years of experience in the hotel industry, specifically in Group Sales & Catering.

• Demonstrated experience managing group room blocks and events.

• Familiarity with Tripleseat, Delphi, or comparable hotel sales and catering platforms.

• Hands-on experience with Property Management Systems (PMS).

• Working knowledge of Salesforce, project management tools, Zoom, and Google Suite.

• Bachelor’s degree preferred.

• Passion for the hospitality industry and a strong sense of customer empathy.

 

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.

• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.

• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.

• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.

• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.

• Pet Insurance: Tripleseat recognizes the importance of pets in employees’ lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

At Tripleseat, we place a high value on our employees’ well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.