At Optii Solutions, we design, build, market, and maintain intelligent tools for hotels to thrive in the modern world. Our product is utilized by some of the top hotels in the world, and the potential growth is limitless with the addition of great talent, particularly in this important client- facing role.
The Onboarding Coach will train new and existing customers on every aspect of Optii’s solution via video connections. The Onboarding Coach is the first contact between our hotel operations
clients and Optii and therefore set the foundation of the client’s success and relationship with us as a business partner. A combination of experience in hotel operations combined with a passion for providing an exceptional client experience is a must. The goal for this role is to ensure that new clients enjoy an excellent and rewarding experience with Optii which will enhance the client relationship, company reputation, and business referrals.
THE PRIMARY RESPONSIBILITIES INCLUDE:
Provide training to Optii users at all levels using the highest of professional standards.
Represent yourself as an expert in Optii’s technology solutions to new client users.
Provide coaching and a successful start to clients who “go live” with Optii. This can be an intimidating process for some clients, so the Onboarding Coach must ensure that empathy, patience and understanding are a top priority. Ensure that the client has a smooth and pleasant onboarding experience.
Collaborate with Optii’s implementation coordinators, client success managers and clients to satisfy and exceed all requirements for a smooth and successful training and
Assist clients with problem resolution by phone, email, and/or video link and communicate in a warm and professional manner
Provide excellent documentation of client interactions in HubSpot to keep everyone at Optii in the loop with client information and status updates
Contribute to Company documentation including internal manuals, and standard operating procedures so that information is up-to-date. All Optii employees are expected to help keep this documentation relevant and current
Strive to drive product improvement by actively collecting feedback from clients and attending internal product planning forums
The ideal candidate will have a passion for professional development and expand product, professional, and technical knowledge by attending internal and external workshops, review professional publications, establish personal networks and participate in professional societies (such as Professional Housekeepers Associations). This individual must have an outstanding ability to collaborate effectively, meet deadlines, think out of the box for creative solutions, manage multiple projects simultaneously, and
work with accuracy. We are a dynamic, growing company and need all team members to possess an all-hands-on-deck attitude to get things done that may not be part of our usual routines.
CORE COMPETENCIES/KNOWLEDGE AND SKILLS
Proven training experience at a certificate level
Previous hotel experience (housekeeping and/or rooms division highly desired) at department head level or higher
Outstanding drive, ambition and integrity
Must consistently present a professional, outgoing, confident, warm and friendly presentation to our clients
Outstanding verbal, written and presentation skills with the ability to build effective internal relationships
Prior experience in hospitality or hotel operations highly desired
Certification as a trainer of a technology solution highly desired
Position is located in our office located in Mooloolaba, Australia. Remote work will be considered for the right candidate. Eligibility to work in Australia is required.
HERE IS WHY YOU WANT TO WORK AT OPTII!
Our product goals are to work smarter, not harder, increase team productivity, and provide an intelligent, market-first technology, and our culture reflects that.
We are a team of high performers, who are encouraged and rewarded for exceeding performance expectations.
We value fairness and equity, which is why we recently revamped our PTO program to allow all full-time employees four weeks of time off per year.
Our transparent leadership style allows Optii team members to stay in tune with company goals and performance through regular all-hands meetings.
Because we care what our employees think and encourage candid feedback, we survey employees on various topics, regularly through an app called OfficeVibe.
We promote inclusiveness and camaraderie through regular "hangouts" and team activities.
We've brought on a company culture partner to drive our intentionality around employee engagement and to support our company leaders in facilitating these efforts.
We have a generous benefits and time off package.