Software Trainer / Customer Onboarding Specialist
Book4Time is a global leader in wellness and recreation management solutions for the hospitality market. Our SaaS platform manages the end-to-end guest experience and back office operations for hotels, resorts, casinos and private clubs in over 85 countries.
We’re looking for a Software Trainer / Onboarding Implementation Specialist in the SaaS
space who is passionate about working with new customers and leading their end-to-end launch
experience with our software. You will be the customer advocate, who owns and leads Book4Time SaaS
implementations. You will proactively listen, separating the wants from needs, provide
recommendations, configure the system, and deliver detailed training in accordance to best practices in
As a member of our team, you will own the customer journey in adopting our software from kick
off through to launch and personally deliver live 1-on-1 online training sessions via zoom. You will
participate in creating effective training programs, updating training documentation, and materials to
educate customers on best practices and enable them to achieve their business goals while utilizing our
Duties / Responsibilities
Requirements Gathering, Kick-off and Configuration
Work closely with the Project Coordinator and the Sales team to understand and prepare for
initial customer communication.
Educate customers on what is required for successful implementations.
Gather and document all customer functional and technical requirements.
Configure the Book4Time account in accordance with all the information gathered.
3rd party integrations configurations.
Project Management and Training Delivery
Set the path for the customer journey end to end: confirm a common understanding of project
scope, delivery approach, task ownership, and deliverables.
Control and communicate the project scope, schedules, and risk.
Lead weekly training and project discussions, review work plans, risks, actions, issues, and
decisions that drive projects to completion and minimize “time to value”
Deliver training sessions: train-the-trainer, and end-user training.
Become a knowledgeable product expert in all aspects of the Book4Time platform.
Lead the training session and onboard customers from kick off planning to ensuring a successful
transition to post go live Support and Customer Success teams.
Collaborate with our customers to understand their business requirements, goals, and
objectives focus on a successful onboarding experience.
Perform the initial setup and configuration of the customers account prior to account delivery,
ensure the setup aligns to the customers business requirements.
Deliver the product training program for each assigned customer project via Zoom (and onsite
when required) ensuring training deliverables are met within allocated timelines
Manage all project deliverables, dates / milestones, and risks to ensure the customer
successfully completes their required work activities.
Act as the subject matter expert throughout the clients on-boarding journey, consulting on best
practices and how-to questions.
Participate in Onboarding team activities focused on enhancing / improving our existing training
materials, product documentation, and how to videos.
5+ years experience with training and implementation preferably in B2B software / SaaS.
Experience with creating training materials and documentation.
Excellent English verbal and written communication skills – ability to articulate complex topics,
issues, and resolutions both orally and in writing.
Strong understanding of project management structure.
Have a strong business acumen, multi-tasking, and analytical skills.
Excellent presentation skills.
Bachelor’s degree in education, business, or related fields with experience in software
implementation and onboarding.
Additional skills / experience - (considered an asset)
Spanish language skills or any major European language French, Italian etc
Experience working in a hotel, spa or wellness business in an operations or customer facing role.