Job Specifications
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 700+ 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 (CE) Specialist, you will be responsible for turning new customers and users into successful and satisfied Lighthouse product users. 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 training 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
Our Customer Engagement team is a collaborative team across the AMER, APAC and EMEA regions. The team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. As a member of our team, you'll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.
Who You Are
A minimum of 2 years of experience in customer care, onboarding, implementation, or a similar customer engagement role.
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
Fluency in English and Dutch is required for this role. French, Spanish, Italian or other languages are a big plus!
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 offices in Spain or Belgium.
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.
Comprehensive health insurance: Extensive coverage for you and your dependents.
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
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 jus
About the Company
Lighthouse is the leading commercial platform for the travel & hospitality industry. We transform complexity into confidence by providing actionable market insights, business intelligence, and pricing tools that maximize revenue growth.
Trusted by over 70,000 hotels in 185 countries, and supported by 700+ employees, Lighthouse is the only solution that provides real-time hotel and short-term rental data in a single platform. We strive to deliver the best possible experience with unmatched customer service. We consider our c...
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