Software Trainer

Full time

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Book4Time is a global leader in wellness and recreation management solutions for the hospitality market. Our SaaS platform manages the end-to-end guest experience and back office operations for hotels, resorts, casinos and private clubs in over 85 countries.

We're looking for a Software Trainer / Customer Onboarding & Implementation Specialist in the SaaS space who is passionate about working with new customers and leading their end-to-end launch experience with our software.

We are recruiting for two positions:

NA hours - This is a 9PM-6PM, Monday to Friday role.

EMEA hours - This is a 3PM-MN role.

• Previous applicants should not apply.
• This is a customer onboarding & training position. This is not an internal employee onboarding & training position.
• Successful applicants will be required to participate in a case study/technical interview as part of the interview process.

Must have:

• Minimum 2-3 years of experience in a training/implementation role
• Software implementation experience
• Hands-on customer training
• North American client experience

Nice to have:

• Experience with spa/hotel technology
• SaaS experience

You will be the customer advocate, who owns and leads Book4Time customer implementations.

You will proactively listen, separating the wants from needs, provide recommendations, configure the system, and deliver detailed training in accordance to best practices in Book4Time.

As a member of our team, you will own the customer journey in adopting our software from kick off through to launch and personally deliver live 1-on-1 online training sessions via zoom.

You will participate in creating effective training programs, updating training documentation, and materials to educate customers on best practices and enable them to achieve their business goals while utilizing our software.

Duties / Responsibilities

• Requirements Gathering, Kick-off and Configuration
• Work closely with the Project Coordinator and the Sales team to understand and prepare for initial customer communication.
• Educate customers on what is required for successful implementations.
• Gather and document all customer functional and technical requirements.
• Configure the Book4Time account in accordance with all the information gathered.
• 3rd party integrations configurations.
• Project Management and Training Delivery
• Set the path for the customer journey end to end: confirm a common understanding of project scope, delivery approach, task ownership, and deliverables.
• Control and communicate the project scope, schedules, and risk.
• Lead weekly training and project discussions, review work plans, risks, actions, issues, and decisions that drive projects to completion and minimize "time to value".
• Deliver training sessions: train-the-trainer, and end-user training.

Responsibilities

• Become a knowledgeable product expert in all aspects of the Book4Time platform.
• Lead the training session and onboard customers from kick off planning to ensuring a successful transition to post go live Support and Customer Success teams.
• Collaborate with our customers to understand their business requirements, goals, and objectives focus on a successful onboarding experience.
• Perform the initial setup and configuration of the customers account prior to account delivery, ensure the setup aligns to the customers business requirements.
• Deliver the product training program for each assigned customer project via Zoom (and onsite when required) ensuring training deliverables are met within allocated timelines.
• Manage all project deliverables, dates / milestones, and risks to ensure the customer successfully completes their required work activities.
• Act as the subject matter expert throughout the clients on-boarding journey, consulting on best practices and how-to questions.
• Participate in Onboarding team activities focused on enhancing / improving our existing training materials, product documentation, and how to videos.

Requirements

• 2-3+ years experience with training and customer implementation
• Experience with creating training materials and documentation.
• Excellent English verbal and written communication skills – ability to articulate complex topics, issues, and resolutions both orally and in writing.
• Strong understanding of project management structure.
• Have a strong business acumen, multi-tasking, and analytical skills.
• Excellent presentation skills.
• Bachelor's degree in education, business, or related fields with experience in software implementation and onboarding.

Additional skills / experience - (considered an asset)

• Experience working in a hotel, spa or wellness business in an operations or customer facing role.

What's your expected monthly basic salary?

How would you rate your English language skills?

How many years' experience do you have as an Implementation Specialist?

Which of the following Microsoft Office products are you experienced with?

How much notice are you required to give your current employer?

Are you willing to undergo a pre-employment background check?

How many years of project management experience do you have?

Computer Software & Networking

It's official Thanks to our people, we're proud to have earned Great Place to Work Certification. Our company culture is our top priority

#Book4Time #GPTWCertified #greatplacetoworkPH

We help the world's leading spas drive their business.

Founded in 2004 in Canada, Book4Time is a rapidly growing SaaS company that provides the world's #1 Spa and Wellness application for luxury hotels & resorts including leading hospitality brands like Marriott, Hyatt, Hilton, Accor, Four Seasons, Shangri-La, Caesars and Hard Rock in over 95 countries.

Our Manila office was setup in 2014 and runs our 24/7 Customer Support Desk, QA, Client Training & Onboarding and Customer Success. We are all about equal opportunity. With our core values of Accountability, Innovation, Commitment, Integrity and Teamwork, we owe our success to our people. Our team members are passionate and productive. We only hire the best of the best.

We've got a stellar benefits package and some pretty awesome perks here at Book4Time. That's because we know that taking care of our people is good for everyone. And our benefits continue to evolve based on employee needs and feedback.

It's official Thanks to our people, we're proud to have earned Great Place to Work Certification. Our company culture is our top priority

#Book4Time #GPTWCertified #greatplacetoworkPH

We help the world's leading spas drive their business.

Founded in 2004 in Canada, Book4Time is a rapidly growing SaaS company that provides the world's #1 Spa and Wellness application for luxury hotels & resorts including leading hospitality brands like Marriott, Hyatt, Hilton, Accor, Four Seasons, Shangri-La, Caesars and Hard Rock in over 95 countries.

Our Manila office was setup in 2014 and runs our 24/7 Customer Support Desk, QA, Client Training & Onboarding and Customer Success. We are all about equal opportunity. With our core values of Accountability, Innovation, Commitment, Integrity and Teamwork, we owe our success to our people. Our team members are passionate and productive. We only hire the best of the best.

We've got a stellar benefits package and some pretty awesome perks here at Book4Time. That's because we know that taking care of our people is good for everyone. And our benefits continue to evolve based on employee needs and feedback.

Perks and benefits

Medical

Miscellaneous allowance

Education support

Sports (e.g. Gym)

Life Insurance, Disability Insurance, Birthday Day

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