Customer Onboarding Team Lead

⚡ Who we are

Lodgify is a fast-growing startup focused on building vacation rental software that enables property owners and managers to independently manage and market their business online. We are an international team of more than 240 people and 50 different nationalities in the heart of Barcelona, and we've been featured twice in Wired's 100 Hottest European startups list.

To continue our growth, we are looking for a driven Team Lead for our Onboarding specialists!

As a Team Lead for Onboarding, you will be responsible for leading part of the onboarding team and ensure their adoption to the onboarding process, motivation and development. Also, you will be applying the process yourself by onboarding customers during the account and connections set-up process, ensuring a smooth set-up of their accounts.

You will report directly to the Senior Manager of Onboarding and with direct contact with your counterparts in the Onboarding, Sales, Customer Support and Operations. Your job will combine both team management and implementations of the customers accounts:

Team Management:

Lead a team of 4-8 people Mentor the team in mastering their consultative approach with customers. Hire and train new team members Ensure the achievement of quarterly targets and KPIs Create reports on progress to targets regularly and identify risks to team performance with recommended course of action Oversee your team to ensure processes, policies and standards are achieved Collaborate with your direct supervisor in the continuous improvement of the process to maximize your team’s performance Assist in the implementation of new processes or KPIs to achieve full adoption in a timely manner Participate in cross department tribes and provides weekly/monthly feedback to the team on any releases and updates, to maximise the value for customers.

Customer Implementation:

Onboard new customers by assisting them in setting up the Lodgify account, connections and training on the system via phone calls and screen sharing calls  Understand customer objectives and potential to correctly set-up their account and assist them during the customer journey; Provide a consultative approach to customers to ensure a proper utilization of Lodgify Analyse the customer base and work proactively with your pipeline of customers to improve the adoption of Lodgify’s suite of products and drive upgrades or upsells Gather customer feedback regarding possible bugs, improvements and new functionalities, passing it along to the Product team.

Requirements:

Native/Near native level of English (Spanish, French, Italian or German is a plus). 2+ years of experience as a team lead for an onboarding/account management/customer success/sales team 1+ year of experience as an account manager/onboarding/customer success/sales in a high growth SaaS environment Demonstrated mentoring and personnel development with individuals Challenge-driven, and capability to multi task Strong organizational skills with a problem-solving attitude and detail orientation Tech savvy with an ability to fully understand our software Experience negotiating and handling commercial conversations with customers in a consultative manner Excellent verbal and written communication skills with demonstrated ability to explain complex concepts in a concrete and understandable way Fast learner and capable to keep up with a fast growing environment Experience in the vacation rental software industry is preferred Experience using Hubspot and Google tools is preferred

Benefits

- Work from home flexibility.

- Permanent contract with a competitive salary.

- 25 working days of paid vacation.

- Private health insurance (that includes travel insurance, dental plan, and psychologist)

- Monthly meal stipends of 150€.

- Allowance for your home-office setup.

- Computer and gadgets for your daily work.

- Free Spanish classes.

- Referral program with paid compensation.

- Daily breakfast at the office: Coffee, sandwiches, cookies, fruits and much more!

- Opportunities for growth and development with a training budget.

- Great culture & working environment with an international team of over 40 different nationalities.

- Jornada Intensiva in August.

- Mental well-being.

- Regular team-building events and activities.

- Training and mentorship program.

- Yearly performance reviews.

- Sick leave fully covered.

⭐ Why you’ll love us:

You’ll be part of a growing, dynamic company with a truly international team. At Lodgify, we are full of contagious energy, hard work, and passion for what we do. Lodgify is committed to creating a workplace where everyone is heard and feels a sense of belonging.

We are proud to have an international team that acknowledges a variety of backgrounds, perspectives and skills. At Lodgify, we celebrate diversity and difference, and we are strongly committed to building an inclusive environment for all our employees.

All applications must be submitted in English. Applications in any other language will not be considered.