D-EDGE Hospitality Solutions

D-EDGE Hospitality Solutions

Onboarding & Training Specialist (M/F)

  • Permanent contract 
  • Starting date:  
  • Barcelona

The job

Onboarding & Training Specialist (M/F)

  • Permanent contract 
  • Starting date:  
  • Barcelona

About

Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Every day, we help more than 12,000 hotels worldwide to develop their online visibility and sales through a range of SaaS and digital marketing solutions.

Amongst the 350 D-EDGERS, the R&D team is made up of a hundred or so enthusiasts who are reinventing hotel booking for both the traveller and the hotelier.

As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Job description

Ensure successful activation/implementation for all D-Edge Suite of products following in detail given guidelines and checklist in respect of the SLA, as well as guiding and animating training sessions to the D-EDGE customers. After the Sales Manager, together with the assigned Account Manager, be the first contact for new hotels, understanding the client’s needs and providing the best services needed.

YOUR MISSIONS :

  • Ensure processes are followed for smooth activation/ implementation
  • Collect by Account Manager/Sales, and the client, all the info required for a proper product configuration
  • Registration of the Account in the system, coworking with Account Manager/Sales to build the needed ecosystem, with rooms & rates and connectivities
  • Set-up products included in the contract for the hotel (except Website)
  • Play as a key member of the Client Service department for defining steps and timelines needed for the implementation of a new client
  • Record and update all activation/ implementation tasks and status into Salesforce CRM
  • Log tickets properly in Salesforce CRM for all issues encountered during activation/ implementation in order to help the Level1 with the resolution
  • Follow the onboarding journey
  • Keep up with D-EDGE products and features evolutions as well as the market trends in the industry.
  • Manage online or on site training, based on the client’s needs
  • Understand and analyse the customer’s need
  • Handle the client’s complaints and interact with the assigned Account Manager

KPI’s

  • Salesforce (Individual : total of open/closed onboarding cases - Team : CS total open cases/Console age)
  • Satisfaction surveys
  • Ensure activation / implementation SLA is being met (to be added after processes are finalized)
  • Consistency and quality of sessions

Preferred experience

Skills and Competencies

  • Being proactive and can work independently
  • Being flexible, and having strong analytical skills and an eye for detail
  • Problem-solving
  • Teamwork
  • Project Management skills
  • Excellent knowledge of D-EDGE solutions .
  • Outstanding communication and writing skills.

Experience, tools and specialist knowledge

  • Experience with b2b technology company or hotels
  • Knowledge of the Hospitality, GDS or OTA
  • Efficiency in Excel, MS Word, Salesforce CRM
  • Google Suite
  • Training, teaching experience is a plus

Recruitment process

Please be aware that we will be asking for work references.

D-EDGE is an equal opportunity employer. We do not discriminate based on : race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

Meet the team

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