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Customer Success Specialist
3 weeks ago
We're Hiring: Customer Success Specialist
Location: Dehradun
Department: Customer Success
Experience Level: 1–4 years (Hospitality Tech / SaaS preferred)
About the Role
As a Customer Success Specialist, you will be the first point of contact for newly onboarded hotels. Your mission is to ensure a smooth transition from contract signing to a fully live and functional hotel profile on our platform. You will be responsible for setting up property details, configuring integrations (including channel managers and booking engines), and training hotel staff to maximize the value of our solution.
This role blends technical setup with customer-facing interaction. Success means hotels go live quickly, accurately, and confidently on our platform.
Key Responsibilities
- Hotel Onboarding: Guide hotels through the end-to-end onboarding journey — from account creation to platform go-live.
- System Configuration: Set up hotel property details, room types, rate plans, and booking policies on the platform.
- Channel Manager Setup: Connect and configure third-party channel managers (OTA integrations like Booking.com, Expedia, Airbnb, etc.), ensuring accurate availability, rates, and inventory sync.
- Quality Assurance: Validate data accuracy, test end-to-end booking flow, and troubleshoot configuration issues before launch.
- Customer Training: Deliver platform walkthroughs and training sessions for hotel staff, ensuring smooth adoption.
- Cross-team Collaboration: Work closely with Product, Support, and Sales to resolve onboarding bottlenecks and improve processes.
- Documentation: Maintain onboarding checklists, SOPs, and guides to ensure scalable and repeatable processes.
Qualifications
- 1–4 years of experience in hospitality tech, SaaS onboarding, implementation, or hotel operations (front office / reservations experience is a plus).
- Familiarity with PMS (Property Management Systems), CRS (Central Reservation Systems), or Channel Managers.
- Strong communication skills — ability to explain technical concepts simply to non-technical hotel staff.
- Problem-solving mindset with attention to detail.
- Comfort working with multiple stakeholders in a fast-paced environment.
Nice-to-Have
- Experience onboarding clients onto SaaS platforms in the hospitality domain.
- Knowledge of hotel rate structures, OTA distribution, and booking flow mechanics.
- Ability to speak multiple languages (to support international hotels).
Why Join Us?
You'll play a critical role in shaping the first impression of our platform for hotels. Your work will directly impact adoption, customer satisfaction, and long-term retention.
Apply now: ritika@digistay.ai
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