Client Onboard Manager (Hybrid)

Job Description

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 18,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 650+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading & largest reservation software for tours, activities, & attractions required relentless dedication and vision. To date, we’ve helped over 15,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work—to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

We are looking for a capable, self-motivated individual to manage the Client Onboard Specialist Team at FareHarbor. The Onboarding Team is responsible for both training new clients on their FareHarbor dashboards, and assisting them in getting FareHarbor integrated on their website by coordinating with the Integrations team. This role will report to the General Manager of APAC and involves a mix of team leadership, performance analysis, game-planning, process evaluation, and implementation.

Main Responsibilities

• Keep track of inbound and continued trainings
• Ensure all trainings and builds are claimed for the following day
• Perform quarterly performance reviews for individual team members
• Conduct one-on-one performance reviews with team managers on a quarterly basis, oversee their own performance reviews with individual contributors to ensure a standardized and fair process
• Conduct one-to-one reviews with all direct reports regularly
• Give constructive feedback to all direct reports regularly and in a timely manner
• Ensure all accounts transition to AM/Support smoothly
• Continuously work to ensure timely go lives of all inbound accounts in line with department objectives and key results outlined
• Work with APAC Sales as needed to ensure trained clients are successfully going live
• Evaluate, develop, and improve processes as needed
• Identify team needs, hire/train staff and allocate resources as needed in response to shifts in business priority, in collaboration with the General Manager
• Be a cultural-leader within Onboarding and in the wider-FareHarbor community by building a culture of inclusivity, cooperation, innovation, and regular feedback
• High attention to detail and a confidence in making data-driven decisions

Required Skills

• Able to work closely and effectively with team members and other departments
• Excellent written and verbal communicator
• Proficient using Close.io and creating smartviews
• Quick moving with a strong attention to detail and the ability to multitask
• A proven leader, and someone who has no problem stepping up and owning situations that present themselves
• Ability to think clearly and articulate a game-plan during difficult situations
• Results driven and confident in your abilities
• Has a mentorship mentality and is able to guide direct reports through their FareHarbor projects & careers
• Ability to effectively prioritize different projects and achieve results in rapidly changing environments