Solution Specialist — Client Onboarding & Implementation

Company Description

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OBRYN GUARD® supports hospitality ownership groups, hotel operators, and leadership teams in managing cyber risk, strengthening compliance readiness, and improving audit preparedness.

Built specifically for hotel environments, OBRYN GUARD® provides cyber risk assessments, vendor risk analysis, policy documentation, operational security guidance, and support aligned with frameworks such as PCI DSS, SOC 2, ISO 27001, NIST, and related cyber insurance expectations.

The company is focused on helping hotels move beyond basic compliance by creating clearer visibility into operational cyber exposure, reducing preventable risk, and providing leadership teams with defensible, actionable insights.

OBRYN GUARD® is building a premium, enterprise-level client experience for the hospitality industry, with a strong focus on professionalism, accuracy, confidentiality, and measurable risk reduction.

Role Description

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This is a full-time remote role for a Solution Specialist — Client Onboarding & Implementation.

The Solution Specialist will support hotel clients after they sign with OBRYN GUARD®, guiding them through onboarding, implementation, setup, and account activation. This role is responsible for ensuring each client understands the next steps, submits the required setup information, and receives a clear, organized, and professional onboarding experience.

This is not a primary sales role. The Account Executive leads the sales process and owns the close. The Solution Specialist may support serious final-stage sales conversations when requested, specifically to explain onboarding, implementation steps, workflow expectations, and client activation.

Key responsibilities include conducting onboarding calls, collecting client setup details, documenting client requirements, coordinating internal follow-ups, supporting implementation planning, maintaining proactive communication, and escalating technical or compliance-related questions to the proper internal advisor.

The ideal candidate will be organized, professional, client-focused, and capable of communicating clearly with hotel owners, general managers, executives, operational leads, and internal team members.

Responsibilities

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Lead or coordinate onboarding calls with signed hotel clients.

Collect required setup information, including property contacts, operational details, vendor/system information, compliance concerns, insurance-related needs, and cyber risk information.

Guide clients through the OBRYN GUARD® onboarding and implementation process using clear, executive-level communication.

Support account setup, property profiles, dashboard access, intake workflows, and client activation steps as required.

Ensure clients understand timelines, expectations, next steps, and required participation after signing.

Join qualified final-stage sales calls only when requested by the Account Executive or company leadership.

Explain onboarding, setup, activation, workflow, and implementation steps during approved sales support calls.

Document client questions, risks, objections, concerns, and required follow-ups inside company tracking systems.

Escalate cybersecurity, compliance, PCI DSS, SOC 2, ISO 27001, insurance validation, platform, legal, or technical questions to the proper internal advisor.

Maintain accurate onboarding notes, status updates, and internal communication.

Help reduce client confusion, improve onboarding quality, and protect long-term retention.

Qualifications

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Strong communication and customer service skills with the ability to build trust with clients.

Experience in client onboarding, customer success, implementation support, consulting, sales support, account coordination, B2B services, SaaS, hospitality, or professional client-facing roles.

Strong organizational skills with the ability to manage multiple clients, deadlines, follow-ups, and onboarding steps.

Ability to explain processes clearly without overcomplicating, overpromising, or speaking outside the role’s scope.

Strong analytical skills for identifying client needs, documenting requirements, and supporting successful implementation.

Ability to work independently in a remote environment while collaborating with Account Executives, leadership, technical advisors, security advisors, developers, and client success team members.

High attention to detail, professionalism, confidentiality, and accuracy.

Experience using CRM systems, client tracking tools, project management platforms, or implementation software.

Knowledge or exposure to cybersecurity, compliance frameworks, cyber insurance, risk management, or the hospitality industry is considered an asset.

Bachelor’s degree in Business, Information Systems, Communications, Hospitality, or a related field is preferred but not required.

Preferred Experience

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Experience working with hotel owners, general managers, executives, operators, or hospitality teams.

Experience in SaaS onboarding, client implementation, customer success, account activation, or post-sale client support.

Exposure to PCI DSS, SOC 2, ISO 27001, NIST, cyber insurance, vendor risk, phishing, access control, incident response, or operational security.

Experience supporting sales teams during final-stage client conversations.

Experience documenting client information, tracking onboarding progress, and coordinating internal handoffs.

Experience working in an early-stage company, startup, B2B services company, cybersecurity company, compliance firm, or hospitality-focused business.

Ideal Candidate

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The ideal candidate is organized, calm, professional, and client-focused. They understand that after a client signs, the onboarding experience must feel structured, clear, and credible.

This person should be able to support the Account Executive without taking over the sale, explain implementation steps without overpromising, and escalate technical or compliance questions instead of guessing.

OBRYN GUARD® is looking for someone who can protect trust, reduce confusion, maintain accurate records, and help every hotel client feel professionally guided from the moment they join.

Thank you for your interest in OBRYN GUARD®.

Sincerely,

Leadership Team

OBRYN GUARD®