Onboarding & Client Success Specialist

Role Purpose

The Onboarding & Client Success Specialist is responsible for guiding new hotel clients through the entire onboarding journey to Windward’s procurement services (including platform adoption, supplier alignment, process integration), ensuring a smooth transition, and driving long-term client retention. You will act as the client’s trusted advisor, monitor their progress, identify opportunities for optimisation, analyse purchasing / consumption data, and proactively propose value-adds.

You will work closely with Procurement, Supplier Relations, Analytics, and Operations teams to make sure clients are fully enabled and deriving measurable benefit from our offerings.

Key Responsibilities

1. Client Onboarding

• Serve as the primary point-of-contact for new hotel clients from contract signing through “go-live.” Work hand in hand with Business Development and liaise with all functions in the business.
• Develop and execute onboarding plans (project timelines, milestones, deliverables, dependencies).
• Coordinate cross-functional resources (procurement, operations, IT, suppliers) to deliver on onboarding tasks.
• Assist clients with setup of the procurement platform (Access Procure Wizard), including catalog import, price lists, product mapping, user accounts, access rights, workflows, and training.
• Conduct kick-off sessions, training workshops (in person / virtual), and process walkthroughs.
• Monitor client progress, remove obstacles, and ensure milestones are met (e.g. first order placed, supplier activation, invoice reconciliation).
• Ensure data integrity and help clients upload / migrate purchasing history, inventory lists, standard items, etc.
• Liaise with supplier teams to validate contracts, pricing, service-level expectations, delivery terms, and onboarding of new suppliers for the client.

2. Client Success & Retention

• Maintain a portfolio of onboarded clients and act as their ongoing success manager.
• Establish regular check-ins (monthly / quarterly) to review performance, feedback, pain points.
• Monitor client engagement: usage of the procurement platform, order volume, compliance with preferred supplier lists, etc.
• Identify early warning signs of disengagement or risk of churn, and proactively intervene.
• Build value cases for upsell, adoption of additional product categories, supplier tiers, or consulting services.
• Drive renewal conversations, coordinate with sales / account management where relevant.
• Capture and disseminate best practices / client success stories internally and externally.

3. Purchasing / Consumption Analysis & Insights

• Use procurement / transaction data to generate meaningful reports and insights for clients and internal stakeholders.
• Analyse client consumption patterns: top spend categories, deviation from benchmarks, supplier performance, cost variances.
• Identify cost-saving or efficiency opportunities (e.g. volume consolidation, supplier switching, specification changes, demand smoothing).
• Present findings and recommendations to client management and internal teams.
• Track KPIs: savings achieved, usage metrics, order compliance, retention rate, time-to-first-order, etc.
• Work with Analytics / BI teams to refine dashboards, alerts, and reporting tools to support client success.

About The Role

Key Skills & Experience

Essential

• Experience in client onboarding, client success, account management or implementation roles (ideally in B2B / SaaS / services).
• Strong project management skills — able to manage multiple clients, deadlines, cross-functional dependencies.
• Quantitative / analytical skills — comfortable working with procurement or financial data, spreadsheets, dashboards.
• Excellent communication skills, both written and verbal; able to translate between technical, commercial, and operational audiences.
• Customer-centric mindset with strong interpersonal skills, ability to build trust and influence.
• Problem solver: able to anticipate roadblocks, escalate appropriately, remove barriers.
• Strong organizational discipline and attention to detail.
• Comfortable in a fast-growing, evolving environment with ambiguity.

Required Criteria

Skills Needed

About The Company

Since its inception in 2007, Windward Management Limited has built a reputation for excellence in hotel management. With headquarters in Dublin, the company provides tailored solutions for hotel owners, including operations, marketing, and financial management. Windward's team is driven by a passion for delivering exceptional guest experiences while ensuring each property achieves its full potential. Recognized for its dedication to innovation and operational success, the company is equally committed to investing in its people. Professionals joining Windward Management will become part of a supportive and dynamic environment, with abundant opportunities to grow and excel within a thriving sector.

Company Culture

At Windward Management, people are at the heart of success. The company nurtures a culture rooted in respect, collaboration, and a shared commitment to excellence. Employees are empowered to innovate and contribute to meaningful outcomes while enjoying a strong focus on work-life balance. Windward fosters professional growth through tailored development opportunities, ensuring each team member can achieve their career aspirations. This positive, inclusive workplace values individual contributions, encourages open communication, and celebrates success collectively. For hospitality professionals seeking a rewarding career in an environment where their efforts truly matter, Windward Management offers an exceptional opportunity to thrive.

Company Benefits

Windward Management Limited understands the value of its people and offers a benefits package designed to support and reward its employees. Competitive salaries are complemented by a supportive work environment that prioritizes work-life balance and career development. Team members benefit from opportunities to learn, grow, and advance in their careers, with access to mentoring and professional training programs. The company places a strong emphasis on employee well-being, fostering a culture of mutual respect and collaboration. For candidates looking for a career that combines growth, fulfillment, and an opportunity to make an impact, Windward Management provides an ideal platform.

Salary

€40,000.00 - €45,000.00 per year