Customer Onboarding Specialist

eviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests.

Our flagship product, eviivo suite, aims to provide hoteliers and hosts with a convenient all-in-one solution that makes it easy for them to manage online bookings, guests and travel agencies. Today, our customer base consists of 30,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using eviivo suite day-in day-out to run their business.

We operate in the UK, Ireland, Germany, France, Spain, Portugal, Italy and North America.

The Role

This is an important position focused on customer success. You will be responsible for the training and setup of new and existing customers on the eviivo suite. You will need to understand the goals of the property owners and make sure they will have everything they need on one tool.

The on-boarding process needs to be done quickly and to the highest possible standard; ensuring new customers’ first experience of eviivo is a positive one. Each Agent has an impact both on how their customers trade online and on how skilled they are at using our SaaS platform.

Responsibilities

• Take ownership of each customer from initial training to online activation
• Ensure that a property’s content and rate set up is completed according to best practice in order to maximise performance on their own website and OTAs (Expedia, Booking.com etc.) using the eviivo suite
• Resolve technical implementation issues where possible, otherwise escalate to technical support or distribution team
• Work with other team members to develop new training methodologies, additional client resources and documentation to support client training (e.g. help guides, email templates etc.)
• Provide accurate reporting for all client contact and training on Microsoft Dynamics CRM

About You

• Eligible to work in Germany
• University diploma is required
• 2-3 years’ experience in a customer onboarding role, product support or technical helpdesk role
• Native level of German: verbal and written. Fluent spoken and written English for internal use only
• Able to prioritize and multitask – will deal with high volume of records, multiple projects simultaneously at different stages in the onboarding process.
• Tech minded
• Organized and disciplined to be able to work in a highly structured work environment
• Documentation oriented, meticulous
• Ability to convey complex technical information in a simplified manner

What The Company Offers

• Permanent full-time role
• 25 days holiday (plus national and local bank holidays)
• Employee Assistance Program
• Hybrid (1 day a week in the office in Düsseldorf) or remote from North-Rhine Westphalia with ad-hoc meetings in the Düsseldorf office
• Challenging and diversified tasks with the opportunity to influence the strategy of the company as it grows on the DACH market