Customer Onboarding Manager

Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We’re profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. We believe people are the most important part of any business, starting with ours.

It's with that in mind that Beyond is looking to add an Onboarding Manager to our growing team. Reporting to the Senior Manager of Professional Services, you will have the opportunity to drive training efforts for our customers. As the world and travel landscape shift around us, so too do the needs of our customers, and this role plays a key component in ensuring that they not only survive but thrive in this environment. 

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Onboarding Manager, you'll be responsible for: 

• Owning the new customer experience from Sales to Customer Success Management by leading trainings, driving product adoption, and helping customers achieve their business goals
• Manage the Beyond Training & Certification process for all new customers and existing customers in need of re-training
• Creating Success Plans for each new customer to demonstrate value based on consultative business discovery 
• Leveraging your industry and revenue management expertise to recommend & facilitate changes to our customer’s current processes
• Creating leads for Sales & CX to sell additional products to New Customers
• Utilizing your Beyond product expertise to provide solutions that strengthen relationships and ensure Beyond customers realize the value of our product.
• Driving continuous improvement to the Beyond platform, solutions, and processes by sharing customer feedback with Customer Experience, Sales, and Product teams. 
• Collaborating with cross-functional teams to drive a positive onboarding experience.
• Monitoring the state of onboarding by measuring, analyzing and reporting on relevant qualitative and quantitative KPIs.

So what kind of person are we looking for in this role? The person who will be successful in this role will be:

• Boundlessly enthusiastic: you’re passionate about the product and team you represent
• A strong communicator: you understand the value of the products you represent and are comfortable communicating that value to customers
• Empathetic: You find fulfillment in helping customers reach their business goals and have a passion for the way technology can change the lives of customers
• A team player: you enjoy working with people, are driven to provide an excellent customer experience, and pride yourself in going above and beyond for teammates and customers
• Agile: you enjoy and embrace working in a startup environment while rising to the occasion - bring process and structure as we rapidly grow

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate: 

• 2+ years of B2B SaaS and/or software experience
• Located in the MST or PST time zone or willing to work the MST or PST time zone
• Previous onboarding experience preferred
• Solid understanding of Onboarding best practices
• Creative and analytical thinker with strong problem-solving skills
• Exceptional verbal and written communication skills with the ability to communicate effectively at all levels
• Detail-oriented and process-driven professional
• Proven ability to handle multiple projects simultaneously
• Proven ability to learn how to use cloud-based SAAS solutions
• Self-motivated, proactive, results-driven attitude with the ability to work independently and as part of a team
• Capable of working in a highly fluid environment with shifting priorities
• Highly curious with a positive attitude.

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Interview with our Senior Manager, Professional Services
• Meet with other managers of the Customer Experience team
• H