Project Onboarding Manager - Thai

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 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ 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 and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 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

This role serves as the project onboarding manager to our Thai clients, guiding them through the entire process of building and optimizing their business on FareHarbor. The project onboarding manager oversees the go-live process from the initial onboarding call, including dashboard construction, training, problem-solving, and initial post-live support, ensuring timelines are met in collaboration with clients and commercial personnel and requires both English and Thai speaking skills. This role demands a proactive, strategic thinker, and creative problem solver who can operate independently and requires an individual with a comprehensive knowledge of FareHarbor features, critical thinking skills for setup decisions, and the capability to lead staff training and oversee reservation transfers.

What You’ll Do Here

• Lead the Go-Live Process: Oversee the full go-live process for Thai clients, including setup, training, taking live and initial post-launch support. Will also be working with English speaking clients when Thai client volume is low.
  
• Onboarding Ownership: Take charge of onboarding calls with new clients, complete the onboarding documentation necessary, and manage all aspects of the complete onboarding until live – including the initial phases of the project before build and training start.
  
• Cross-Functional Collaboration: Partner closely with clients, commercial teams, and support departments to demonstrate and train on feature setups, ensuring project milestones are achieved on time. Thai language skills will be essential when working with Thai-speaking clients to ensure clear communication and training effectiveness.
  
• Maintain Functional Expertise: Stay updated on all aspects of build and training features to provide informed guidance. Expectation is that anyone in this position is well-versed in FareHarbor, able to speak to all functionality, and garner resources whenever necessary.
  
• Client Communication: Act as the primary point of contact for clients throughout the onboarding process, maintaining a professional and supportive approach. POMs will need to ensure all communication is professional, executed within a timely manner, and expectations are managed effectively with clients and external stakeholders. Fluency in Thai is necessary for engaging with Thai-speaking clients.
  
• Tailored Build Management: Regularly meet with clients to refine the build process, aligning their operational needs with the FareHarbor dashboard. Meetings are held both virtually and onsite.
  
• Creative Problem Solving: Address and resolve challenges or obstacles that may arise during onboarding with a creative approach, ensuring there is no “cookie cutter” approach applied and each unique business's needs are addressed and solved in a way that sustainably supports their time with FareHarbor.
  
• Reservation Management: Oversee reservation transfers, coordinating with internal teams for precision and client satisfaction.
  
• On-Site Support: Provide hands-on training and support during the go-live week (when applicable), covering pre-live and post-live client needs. Go-lives often will be held on-site for large businesses. On-site support will require a detailed plan submitted to leadership ahead of time, detailing the roles, responsibilities, resources, and project plan for onboarding each client. Customized and tailored onboarding plans that meet unique client needs are imperative.
  
• Customized Training: Develop and deliver customized training to ensure high client satisfaction, engagement, and understanding of FareHarbor’s functionality with a goal of effective implementation specifically tailored to business needs.
  
• Seamless Handover: Maintain involvement post-go-live, collaborating with the assigned account manager for a smooth transition and providing transparent, expert communication to all parties involved.
  

Requirements

• Thai language proficiency in both reading, writing, and fluent speaking is required to support Thai-speaking clients effectively.
• 3+ years of experience in building working in a SaaS company in project manager role or equivalent and working directly with clients.
• High proficiency in understanding client needs, effective communication, presentation skills, problem-solving, negotiation, and project management.
• Knowledge of stakeholder management, empathy, emotional intelligence, industry trends, and market knowledge.
• A commitment to continuous improvement, adaptability to evolving client needs, and a collaborative approach to feedback.
• Comfort traveling up to 3 months out of the year.
• Embodiment of FareHarbor core values and consistent high-quality performance.
• Experience working with multiple software programs simultaneously.
• Experience with Google Suite - particularly Google Sheets, PowerPoint.
• Experience in customer-facing support and working with large businesses.

This full-time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum  2.5 years remaining on a valid Australian working visa and do not require sponsorship to work.

Benefits:

• Global leave benefit 
• 22 weeks paid parental leave 
• 2 weeks paid grandparent leave 
• Extended care and bereavement leave
• Life insurance policy 
• Opportunity to share your ideas and make a difference in a growing company.
• Fast-paced, high-energy and engaging work environment.
• 26 days of annual leave
• Work-from-home assistance
• Educational Opportunities 
• Individual skill development & growth programming
• Social hours & events and team-building 
• Hybrid friendly
• Wellness benefits (Headspace subscription & wellness webinars)  

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.