Senior Customer Onboarding Manager

A Senior Customer Onboarding Manager at SiteMinder is responsible for leading a team focused on delivering exceptional onboarding services. This includes coaching team members, overseeing operational performance, collaborating with various departments, and ensuring that client implementations are smooth and efficient.

To excel as a Senior Customer Onboarding Manager at SiteMinder, candidates should possess strong leadership and mentoring skills, extensive experience in a customer support or training environment, and the ability to work within a fast-paced, SLA-driven setting. Proficiency in English is also essential.

At SiteMinder, Senior Customer Onboarding Managers enjoy various perks, including mental health initiatives, generous parental leave, study leave, and opportunities for personal growth through training and development. Additionally, employees can engage in social clubs and team-building events.

Yes, the Senior Customer Onboarding Manager role at SiteMinder is a hybrid position, allowing flexibility to work both on-site in Mexico City and remotely, aligning with the modern work preferences of many professionals.

Interested candidates can apply for the Senior Customer Onboarding Manager position by submitting their resume directly to SiteMinder’s Talent Acquisition team. It's encouraged to include your pronouns and any adjustments needed during the interview process.

The onboarding process for customers at SiteMinder is designed to be seamless and informative. The Senior Customer Onboarding Manager oversees the implementation training and support as hoteliers learn to navigate our platform, ensuring clarity and ease of use from day one.

The company culture at SiteMinder is diverse and inclusive, fostering an environment where team members feel respected and empowered to contribute their unique perspectives. As a Senior Customer Onboarding Manager, you’ll be part of a supportive community that values creativity and collaboration.

When prioritizing tasks, I assess the urgency and impact of each task on the onboarding process. I focus on high-impact activities that align with our business goals and ensure timely support for our clients. Using tools for task management can help keep the team aligned and efficient.

I believe in a coaching leadership style, where I support my team members in their growth and development. I encourage open communication and collaboration, enabling my team to share their insights and learn from one another while guiding them through challenges.

Success metrics for an onboarding process include customer satisfaction scores, the time taken to complete onboarding, the number of support queries received, and retention rates post-onboarding. These metrics help identify areas for improvement and validate our procedures.

In such a situation, I would conduct a one-on-one meeting with the manager to discuss the challenges they are facing. Together, we would analyze their performance, identify the gaps in processes or skills, and create an action plan to help them achieve their targets.

I have significant experience leading multilingual teams, which has taught me the importance of cultural sensitivity and effective communication. I prioritize creating an inclusive environment where every team member feels comfortable expressing their ideas and concerns.

To ensure accountability, I set clear expectations and regularly review performance against those expectations. I facilitate ongoing feedback, encourage peer accountability, and recognize achievements to reinforce desired behaviors within the team.

I stay updated with industry innovations by participating in relevant webinars, networking with other professionals, and subscribing to industry publications. Continuous learning is crucial to providing the best onboarding experience and responding effectively to new challenges.

A successful onboarding experience I facilitated involved customizing training sessions based on the client's unique needs. By actively participating in their early interactions with our platform and addressing their specific questions, we achieved a 90% satisfaction rate post-onboarding, leading to higher retention.

Feedback plays a critical role in the onboarding process. It provides insight into the customer's experience, identifies areas for improvement, and helps adjust the training and support provided. We actively solicit feedback to ensure the onboarding journey continues to evolve and meet user needs.

Building relationships with cross-departmental teams involves establishing open lines of communication and regular collaboration. I would initiate joint meetings, create shared goals, and foster a culture of trust and respect to enhance collaboration and ensure smooth onboarding experiences.