Onboarding & Training Specialist - CDM (M/F/NB)

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

Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through a range of SaaS and digital marketing solutions.

Amongst the 500+ D-EDGERS, the Tech and Product 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.

Ensure successful activation/implementation for the D-Edge CDM (Central Data Management tool)
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.

MAIN RESPONSABILITIES :

• 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 
• Set-up the product as per contract signed
• 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 and after the
• implementation.
• Follow the escalation process playing the role of Level 1 Support for the CDM Product.
• Follow the onboarding journey
• Manage online or on site training, based on the client’s needs
• Handle the client’s complaints and interact with the assigned Account Manager**

KPIs

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

Skills and Competencies

• Project Management skills
• Being proactive and can work
• independently
• Being flexible, and having strong analytical skills and an eye for detail
• Problem-solving
• Teamwork
• Outstanding communication and writing skills. 
• Comfortable in a multicultural environment

Experience, tools and specialist knowledge

• Experience with b2b technology company or hotels
• Experience the Hospitality industry and CRM
• Google Suite basic knowledge
• Efficiency in Excel, MS Word, Salesforce CRM is a plus
• Training, teaching experience is a plus 
• Having HMTL/CSS notions is a plus

WHAT WE OFFER:

• Attractive salary according to your profile
• D-Edge is Remote Friendly
• Remote allowance: 2,50€ / day within the limit of three days per week
• Meal Allowance (9,48 euros/day paid at 60 %)
• Accor Employee Card : Discount on hotel bookings
• Betterway, 50% of transport costs from home to work or/and of the “Forfait Mobilité durable”
• Incentives plans, bonuses and wage savings
• CSE: Sports and cultural activities, gift cards and various discounts
• Noos & Vendredi, to get involved in civic and committed actions

1. Phone Interview with Talent Acquisition Manager
2. Interview with global Head of Onboarding
3. Interview with Chief Client Officer

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.