[Hiring] Senior Technical Onboarding Specialist @Manila Recruitment

Role Description

The Onboarding Specialist will be responsible for the following:

• Client onboarding and configuration (your biggest area)
• Run onboarding projects end to end:
  • Prepare from the sales hand-over
  • Join the kickoff
  • Build the project plan
• Configure the platform for each client:
  • Listings
  • Rates and availability
  • Channel connections
  • Guest messaging and automations
  • Operations, owners and finance modules
• Work with the connections specialists on data migration from the client's previous PMS, and verify the data before go-live
• Ensure payments and financial data are 100% accurate at go-live
• Keep every project inside its target timeline; a client graduates only when live, billing in full and using the key features
• Training and enablement:
  • Train client teams on the platform, from daily users to owners and managers
  • Run group feature workshops and new-feature sessions
  • Teach clients how to get value from BAM, our AI agent, and our AI features
  • Advise clients on best practices, such as channel strategy and market changes that affect them
• Technical troubleshooting:
  • Investigate and resolve configuration, sync and integration issues during onboarding
  • Reproduce problems, find the root cause, and write clear, complete tickets for engineering
  • Act as the escalation point for support on onboarding-related technical issues
  • Be available and responsive to your clients throughout their project
• AI-first ways of working:
  • Use Claude and other AI tools every day to analyze client data, prepare configurations, write training material and client communication, and investigate issues
  • Build reusable AI workflows, checklists and templates that make each onboarding faster than the last
  • Help shape the AI-powered self-serve onboarding and migration tools our product team is building
• Process, data and product feedback:
  • Keep the onboarding pipeline accurate every week: stage, dates and blockers
  • Log the most common setup problems and feed them to the product team
  • Write and update knowledge-base articles and onboarding guides as features ship

Qualifications

• Experience in client onboarding and project management
• Strong communication and training skills
• Technical troubleshooting abilities
• Familiarity with AI tools and data analysis

Requirements

• Proven ability to manage multiple projects simultaneously
• Detail-oriented with a focus on accuracy
• Ability to work independently and as part of a team
• Strong problem-solving skills

Benefits

• Competitive salary
• Health and wellness benefits
• Opportunities for professional development
• Flexible working hours