Global Onboarding Consultant

6 days ago

Edinburgh Scotland, Scotland, United Kingdom Mapal Group Full time

Mapal Group is looking for a Global Onboarding Consultant


At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service will make us the clear new market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With the continued expansion of our business, we seek qualified candidates who share our vision, values, and commitment to superior customer service and market growth.


Job Purpose

To work directly with our new and current customers on a consulting basis to determine, document and prepare the customer with their requirements for the successful implementation of our solutions, ensuring that we hit deadlines along the way for milestones and ultimately the launch of the product(s). You will be part of the UK Onboarding team working remotely to manage projects out of France/Switzerland/Belgium as well as the UK.


Key Performance Indicators

  • Onboarding Customer Satisfaction- measured through a CSAT survey sent at the end of each project.
  • Successful WIP conversion.
  • Successful completion of projects on time.
  • Onboarding timeliness and Time to Revenue.
  • Thorough Analysis and Documentation per project & quality of data.
  • Passing any relevant upsell opportunities onto the sales team.
  • Leverage cross-products knowledge with the UK & other regions.


Key Challenges

  • Completion of your projects on time and to a high level of customer satisfaction.
  • Time management and organization- an essential skill to have to be successful in onboarding.
  • Risk management.
  • Managing projects across regions in multiple languages.


Main Assignments


  • Lead the customer on a collaborative onboarding journey, managing expectations, risks, billable hours and following any completed Implementation Plans to ensure an efficient delivery of the project.
  • Identify customers complex business requirements, analyse and communicate implementation approaches.
  • Clearly articulate the solutions into business requirements.
  • Manage multiple projects simultaneously across multiple regions.
  • Work closely with the Integrations & Configuration and Learning Solutions teams to meet deadlines.
  • Provide sufficient guidance and documentation throughout the project for a seamless handover to Customer Success and Support.
  • Take responsibility for your own product knowledge, keeping up to date with the latest developments to ensure you are able to confidently articulate the features and benefits of our products to customers.
  • Effectively apply your knowledge of our products and the hospitality industry to help build rapport with our customers.
  • Utilise your product and operational knowledge to create presentations and demonstrations tailored to meet the needs of prospective customers.


Team Responsibilities

  • Contribute to team meetings, sharing ideas, leads and product knowledge to contribute to the overall success of the department.
  • Direct line management for some of the Onboarding Consultants in the UK team.
  • Internal collaboration with our product teams on product improvements and ways to improve build inefficiencies with our solutions.


Person Specification

Experience:

  • Hospitality background is desirable.
  • Experience implementing SaaS solutions is an asset.
  • A background in people management is desirable.
  • Project Management qualifications or experience is desirable.


Knowledge:

  • A strong knowledge and experience of working with Hospitality Management Solutions is valuable.
  • Fluent in French and English (professional level).
  • Knowledge of culture in France (experience living in that region highly desirable).


Soft Skills

  • Well organizational and time management skills.
  • Ability to effectively manage work across teams and disciplines.
  • Excellent oral and written communication skills.
  • Ability to influence others through effective communication and negotiations.
  • Excellent personal organization skills and attention to detail.
  • Ability to work well with a diverse multi-cultural environment.
  • Ability to work independently or as part of a team.
  • Strong analytical and troubleshooting skills.
  • Ability to cope with conflicting demands and prioritize and adapt in a rapid growth environment.
  • People skills.


Competences

  • Customer focus
  • Working together
  • Innovation and Change
  • Professional Expertise
  • Communicating Effectively


Mapal Group believes in equal opportunities, offers competitive salaries, achievable incentive bonuses, career advancement opportunities and a unique employee-focused culture.

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