Customer Engagement Specialist, Lighthouse
French Speaker
Hotel revenue management solution
Job no longer available
Hotel revenue management solution
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To help the hospitality industry visualise and leverage data for business success.
Role
Who you are
- A minimum of 2 years of experience in customer care, onboarding, implementation, or a similar customer engagement role
- Strong understanding of the hospitality industry and hotel tech ecosystem
- Familiar with BI, Benchmark Insight, Revenue Insight, or Channel Manager tools
- Excellent communication and presentation skills
- Fluency in English AND French is required for this role. Spanish and/or Italian are a big plus!
- Confident with Google Suite and content creation tools
- Experience using Gainsight, Intercom, and other onboarding platform
- Able to create engaging onboarding media such as video tutorials
- Analytical, solution-oriented, and proactive mindset
- Comfortable working remotely and managing multiple onboarding tracks
What the job involves
- As a Customer Engagement (CE) Specialist, you will be responsible for turning new customers and users into successful and satisfied Lighthouse product users
- You will drive the implementation and onboarding process for both integrated and non-integrated hotel customers, ensuring smooth and timely transitions
- This role is pivotal in improving product adoption and contributing to customer satisfaction and retention
- Implement new hotel customers onto Lighthouse’s Business Intelligence, Channel Manager, and Pricing Manager products
- Use tools such as Salesforce, SFTP, AWS, RunDeck, Gainsight, Grafana, Intercom, and more for integration and onboarding
- Identify and enhance implementation processes to boost efficiency and accuracy
- Collaborate with Sales, Customer Care, and Product Management teams to ensure seamless transitions
- Execute onboarding based on playbooks: including system configuration, channel and brand connectivity, and reporting setup
- Deliver best practice training to drive ROI and product value
- Create and maintain onboarding content, training materials, and knowledge base articles
- Conduct training sessions for customers at churn risk to boost adoption
- Onboarding is fully remote, primarily one-to-many. One-to-one sessions are limited to essential cases. Small or simple setups are handled in-app. All onboarding is managed via Gainsight
- Support Quality Assurance efforts throughout the onboarding lifecycle
Our take
Lighthouse, formerly OTA Insight, is a cloud-based data intelligence platform for the hospitality industry. It provides hoteliers with a suite of revenue management solutions that empower them to make smarter revenue and distribution decisions. With live updates, 24/7 support from its customer success team, and a highly intuitive and customisable dashboard, the Lighthouse platform integrates with other industry tools including hotel property management systems, leading revenue management systems and data benchmarking providers.
Lighthouse's team of international experts are based all over the world, including the UK, US, France, Germany, Belgium, Spain, Italy, Brazil, Mexico, Singapore, Australia, India and Greece. The company supports more than 70,000 properties in 185 countries.
The company has focused on accelerating its expansion across all regions, with a particular focus on the Americas, where it has seen an incredible recovery. OTA has also expanded its suite of products with the release of Insight+ and by launching its Business Intelligence products in EMEA.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$370m
SERIES C
Nov 2021
$80m
SERIES B
Total funding: $470m
Company benefits
- Vision & dental Insurance
- Work from home opportunities
- Health insurance
Company HQ
Waterloo, London, UK
Leadership
Gino Engels
(Chief Customer Officer & Co-Founder)Previously worked at AB Inbev UK for 3 years, holding various positions such as National Account Executive and National Account Manager.
Matthias Geeroms
(CFO & Co-Founder)Previously Transfer Pricing Specialist at FOD Financien for 6 years.
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