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Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

You'll join a team dedicated to helping hospitality professionals hit the ground running with Tripleseat. As a Customer Onboarding Specialist, you'll guide new customers through every step of getting set up, ensuring they feel confident and supported from day one. Your work directly shapes the long-term success and satisfaction of the customers you serve.

This position is open to remote candidates eligible to work in the United States (West Coast hours). Week 1 of onboarding is in-person, based out of our Concord, MA office.

What You'll Own

• Own the end-to-end customer onboarding experience from kickoff through successful transition, ensuring customers feel prepared, confident, and supported.

• Serve as the primary customer partner during onboarding, proactively communicating progress, milestones, next steps, risks, and expectations.

• Deliver tailored training and enablement that aligns with each customer’s workflows, goals, and definition of success.

• Drive early adoption by guiding customers through key milestones, best practices, platform configuration, and day-to-day system usage.

• Manage a portfolio of onboarding projects with clear documentation, strong organization, timely follow-through, and accountability for deadlines and deliverables.

• Identify, troubleshoot, and escalate onboarding blockers or customer concerns to ensure timely and effective resolution.

• Collaborate cross-functionally to advocate for customer needs, share product and process feedback, and improve the overall onboarding experience.

• Ensure all onboarding requirements, success criteria, training needs, and key deliverables are completed before transitioning customers to the next phase of their Tripleseat journey.

• Use approved AI tools to improve efficiency, communication, training, organization, and customer support throughout onboarding.

• Support additional onboarding, customer success, training, and company-related responsibilities as assigned.

What You'll Bring

• 3-5 years of experience in the hospitality industry

• Experience specifically within Private Events, Sales, and Catering Departments is highly preferred

• Demonstrated ability to manage, prioritize, and drive multiple projects to successful completion in a timely manner

• Strong verbal and written communication skills, with the ability to convey complex information clearly and effectively

• Proven ability to analyze customer needs, identify issues, and implement solutions that align with customer goals

• Ability to build and nurture relationships with customers, with a focus on empathy and understanding

• Ability to work both independently and collaboratively with other members of the onboarding team

• Ability to organize and manage multiple workflows simultaneously while maintaining attention to detail

• A positive, empathetic approach to customer engagement, with the ability to connect meaningfully and bring energy and humor to interactions

• Experience using the Tripleseat platform preferred

The salary range for this role is $70,000 to $75,000 annually. Compensation is based on a variety of factors, including relevant experience, skill set, geographic location, and alignment with our internal compensation framework. This role is also eligible for additional benefits and incentives.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind our success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with!

Benefits are subject to change and may vary based on role and location. Here are some of the awesome benefits that Tripleseat offers to its employees:

* Competitive Medical, Dental, and Vision Insurance

* Company Paid Life Insurance, Short- and Long-Term Disability Plans

* Supplemental Insurance Options

* Commuter Benefits

* 401(k) with Company Match

* Parental Leave

* Flexible Paid Time Off

* LinkedIn Learning Access

* Pet Insurance

* Employee Discount Programs

We are proud to be an equal-opportunity employer and do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. Everyone Valued - Everyone Included.