Customer Engagement Specialist

Greater Kuala Lumpur

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**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 retraining 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**

We are a global, collaborative and dynamic team passionate about hospitality and technology. We work closely across functions to ensure our customers have an outstanding onboarding experience. You'll be joining a group of problem-solvers who are driven to make an impact and continuously improve how we serve our customers.

**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 75,000+ users worldwide.
- 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

**Who you are**
- 2+ years of experience in customer care, onboarding, implementation, or customer engagement
- Native or fluent **Japanese**speaker** with **professional**proficiency**in**English**
- 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
- 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

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.