Onboarding Consultant - Restaurant & Hospitality Software
Onboarding Consultant - Restaurant & Hospitality Software
About Our Client
Our client is a global platform built to help restaurants own their guest experience. The company helps merchants reduce their reliance on paid booking channels by directly converting first-time diners into repeat guests—and repeat guests into loyal fans.
Used by over 10,000 restaurants in 35 countries–including over 300 Michelin-starred restaurants and top hospitality brands such as Hyatt, Hilton and IHG. The company has set new standards for restaurant management tools in Japan and is steadily growing to take on the challenge to become the world’s leader in restaurant management.
About the role
An onboarding/support consultant plays a crucial role in facilitating the onboarding of our system to the company's new/existing clients and providing full support after the system went live. The consultant will focus on providing guidance, system configuration, support and troubleshooting.
This role requires you to be a product champion with in-depth knowledge of the company's system and having a mindset of a problem solver. You will need to build and maintain strong relationships with clients and address client’s concerns to be solved promptly to ensure high levels of customer satisfaction.
Duties & Responsibilities
- Facilitate the onboarding process for new clients and ensuring a smooth transition
- Manage implementation process, coordinating timelines, resources and deliverables
- Provide technical guidance, support during the onboarding process including system configurations, integrations and troubleshooting
- Conduct training sessions for new clients and providing refresher sessions for existing clients
- Create documentation and user guides when required
- Build and maintain strong relationships with clients
- Address client concerns and inquiries promptly, ensuring high levels of customer satisfaction
- Perform quality checks and testing to validate system functionality and performance
- Identify opportunities for process improvement and efficiency within the onboarding process
- Provide feedback to internal teams for product enhancements and service improvements by raising tickets
- Identify potential risks or issues that may impact project delivery or client satisfaction
- Maintain records of client interactions, project progress, implementation details & sign off
- Collaborate effectively with cross-functional teams, including sales, support, and product development
- Communicate project status updates and escalations to stakeholders in a clear and concise manner
- Participate in training and professional development activities to enhance skills and knowledge
Qualifications
- Proven relevant work experience in hospitality software or the F&B industry
- Ability to diagnose and resolve technical issues that may arise during implementation
- Strong ability to build rapport and maintain relationships with clients
- Experience in conducting training sessions with small to medium group participants
- Providing ongoing support and assistance during system transition and after going live
- Ability to pay attention to details to ensure accuracy
Language skills
- Chinese (Native)
- English (verbal & written communication skills)
Location
Shanghai (China)
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
Summary
- Job Type
- Permanent
- Industry
- Technology & Internet Services
- Location
- Shanghai
- Specialism
- Technology
- Ref:
- 1256998
Talk to a consultant
Talk to Sara Jin, the specialist consultant managing this position, located in Shanghai
Unit 1205-1212, HKRI Centre One, HKRI Taikoo Hui, 288 Shimen Road (No.1)
Telephone: +862123229628
JOB_50537671256998