Customer Onboarding Specialist, Hotels

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 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.