Customer Engagement Specialist - APAC
Lighthouse
At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential.
Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 850+ teammates span 35 countries and represent 34 nationalities.
At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀
What you will do
As a Customer Engagement Specialist, you will be the crucial link between our powerful technology and our clients' success. You will manage the complete onboarding journey for new customers, from the technical integration of our BI and PMS integrated products to providing comprehensive training. Your work will ensure our clients can fully leverage our platform from day one, setting them up for long-term success and value.
Where you will have impact
- Lead the end-to-end implementation and integration of our products for new hotel clients, ensuring seamless connectivity and system configuration, system configuration, report scheduling, and troubleshooting for smooth onboarding.
- Train and empower clients to effectively use our platform through engaging training sessions and clear communication.
- Manage a dynamic portfolio of client onboarding simultaneously, guiding them through every stage of the implementation process.
- Act as a trusted advisor, translating complex technical information into easy-to-understand guidance to ensure client success.
- Collaborate with internal teams like Data Engineer and Product Integration to troubleshoot and resolve technical issues, ensuring data integrity.
- Contribute to improving team efficiency by developing documentation and proposing innovative solutions.
- Lead webinars, contribute to technical documentation, and participate in efficiency projects using AI tools.
- Ensure a smooth handover of successfully onboarded clients to our Customer Care or Account Management teams.
About our team
Join the Customer Engagement team, the powerhouse behind every successful client launch! We are the driving force that sees the direct impact of our work as we help hotels improve their systems and leverage better data. We own the entire onboarding process for our integrated products, from the first technical connection to the final user training. We're a dynamic mix of technical experts and skilled communicators who thrive on problem-solving and celebrating our clients' wins.
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 85,000+ users worldwide.
- Competitive compensation: Proactively maintained to value your work.
- Referral bonuses: Earn rewards for bringing in new talent.
Who you are
Essential
- You have proven experience in a technical implementation or client onboarding role, preferably within a SaaS environment.
- You have hands-on experience with integrating software systems, such as Property Management Systems or Business Intelligence tools.
- You possess excellent communication and presentation skills, with the ability to train users and explain technical concepts to a non-technical audience.
- You have strong organizational skills and the capacity to manage multiple projects and clients concurrently.
- You have a customer-centric mindset and a passion for helping people solve problems.
- You have an interest in leveraging AI tools for efficiency.
- You take a proactive and collaborative approach, with an interest in improving team processes and efficiency.
- You have a strong knowledge of the hospitality industry, including hotel operations, property management, sales, and revenue systems.
- You are fully professionally proficient in English
We welcome
- Fluency in Mandarin.
- Familiarity with Lighthouse products.
Technologies you will work with
Property Management Systems (PMS), Business Intelligence (BI) tools, Jira, Confluence, Slack.
Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment to ensure all qualified candidates can participate fully. Our commitment to equality is not just a policy; it's part of our culture.
If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply. Not ticking every box? No problem! We value diverse backgrounds and unique skill sets. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you.
We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry. #LI-Hybrid