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 plays a crucial role in the successful deployment of our solutions, ranging from assisting with initial configurations to independently managing complex implementations for key clients in our EMEA market. This individual will utilize customer requirements to configure Actabl applications, work closely with customers throughout the deployment lifecycle, and ensure a smooth transition through configuration, deployment, and hand-off activities.
We are especially interested in candidates with hotel operations experience, as this insight provides valuable context when supporting our hospitality customers.
Typical Functions:
- Perform comprehensive system setup and configuration based on client requirements and project specifications.
- Execute accurate and efficient data loading from various sources into the system.
- Design, develop, and implement custom reports to meet client analytical and operational needs.
- Conduct detailed data mapping and transformation to ensure seamless integration and data integrity across systems for all implementation projects.
- Actively participate in customer calls and meetings alongside Project Managers to provide technical support and address client inquiries.
- Contribute to project review sessions by offering insights into technical progress, challenges, and proposed solutions.
- Collaborate with Project Managers to understand client expectations and translate them into actionable technical tasks.
- Maintain robust and proactive communication with Project Managers and relevant stakeholders regarding project progress, milestones, and potential roadblocks.
- Promptly escalate any critical issues, risks, or deviations from the project plan to the Project Manager, providing clear context and proposed solutions.
- Accurately and comprehensively document all custom configurations, system settings, and process flows within customer accounts.
- Maintain detailed records of changes, updates, and specific client requirements to ensure consistency and facilitate future support.
- Proactively identify and diagnose configuration problems, system malfunctions, and data discrepancies.
- Conduct thorough research and analysis, utilizing internal knowledge bases, documentation, and external resources to identify root causes.
- Develop and test alternative solutions, consulting with peers and subject matter experts to validate approaches before implementation.
- Support and actively participate in business process testing (BPT) of the application to ensure functionality aligns with client requirements.
- Collaborate with quality assurance teams to identify, report, and track defects.
- Assist in preparing test data and executing test scripts prior to formal end-user acceptance testing (UAT).
- Proactively monitor project timelines and individual task progress to ensure all components of implementation projects are completed on schedule.
- Identify potential delays early and collaborate with the project team to mitigate risks and maintain project momentum.
- Coordinate and effectively prioritize multiple implementation tasks, balancing competing demands and deadlines.
- Develop and maintain detailed project plans, timelines, and task lists, ensuring clear accountability.
- Regularly communicate project status, progress, and identified risks to project managers, senior management, and customers as needed, providing transparent updates.
- Assist in overseeing the entire implementation process, working closely with internal teams and external customers to ensure adherence to quality standards.
- Conduct internal reviews and validations to confirm that implemented solutions meet functional and technical specifications and deliver a high-quality end product.
- Provide expertise and guidance to ensure best practices are followed throughout the implementation lifecycle.
Additional Responsibilities: Perform other duties as assigned to support the team and organization’s goals.
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 work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software
- We are especially interested in candidates with hotel operations experience, as this insight provides valuable context when supporting our hospitality customers.
Key Competencies:
- Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical).
- Understanding how a customer’s workflows and processes work so you can help adapt the solution to their specific needs.
- Ability to work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software.
- Familiarity with cloud-based software solutions and how they differ from traditional software models.
- Experience configuring software products to meet client needs, including adjusting settings, setting up workflows, and customizing features.
- Skills in managing, migrating, and validating data from client systems into the software platform.
- Experience guiding internal and external customers through the onboarding process, training them on how to use the software, and addressing their specific business needs.
- Strong verbal and written communication skills to explain complex concepts clearly to non-technical clients.
- A proactive attitude toward helping internal and external customers resolve problems quickly, as well as fostering long-term customer relationships.
- Experience working with development, sales, support, and customer success teams to ensure all aspects of the implementation are covered.
- Knowledge of the hospitality industry is beneficial to understand the customer’s pain points and operational needs, but not required.
- Familiarity with data protection regulations (e.g., GDPR, HIPAA) and best practices in software implementations that involve sensitive customer data.
- Software environments are dynamic, so the ability to adapt to changing customer needs, product updates, and new challenges is essential.
- Implementations often involve detailed configurations and data setups, requiring accuracy.
- Ability to handle multiple projects at once and prioritize effectively.
Work Environment:
This is a fully remote position and will involve 100% travel across Europe to support customers with onboarding and training. Ideally this person should be based in Europe with easy access to international airports and/or train stations. Candidates located outside of Europe will be reviewed and considered if necessary.
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.
Compensation:
Qualified candidates can expect a salary range of £35,000 - £45,000 GBP (or the equivalent in Euros or other currency of choice) 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!
