Customer Engagement Specialist - Independent Market (German Speaker)

What you will do

As a Customer Engagement (CE) Specialist, you will be responsible for turning new customers and users into successful and satisfied Lighthouse product users within the Independent Market. 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.

Where you will have impact

• 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 retraining 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

About our team

We are a global, collaborative and dynamic team passionate about hospitality and technology. We work closely across functions to ensure our customers have an outstanding onboarding experience. You'll be joining a group of problem-solvers who are driven to make an impact and continuously improve how we serve our customers.

Who you are

• 2+ years of experience in customer care, onboarding, implementation, or customer engagement
• Fluent in German and English.
• 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
• 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

Technologies you will work with

• Gainsight
• Intercom
• Google Suit
• Content creation tools
  
  

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 75,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.
• An international and inclusive team environment
• Opportunities for professional growth in a fast-growing hospitality tech company