Job Description
Location: Shannon Airport Authority, Terminal Building, Shannon Airport, Shannon
About Windward Purchasing
Windward Purchasing is a leading hospitality procurement company in Ireland, specialising in sourcing the right products at the right price for hotels across the island of Ireland.
We manage procurement on behalf of over 50 hotels through group purchasing agreements and an extensive supplier network, delivering cost‑control, consistency, and efficiency to our hotel partners.
Windward’s philosophy is to source the right product at the right price, balancing quality, supplier reliability, sustainability and total cost‑of‑ownership.
We are forward‑looking and technology‑driven: our partners use Access Procure Wizard to gain transparency over pricing, real‑time catalogues, order‑to‑delivery visibility, consumption reporting and supplier contract control.
Role Purpose
The Onboarding & Client Success Specialist guides new hotel clients through the entire onboarding journey to Windward’s procurement services, ensuring a smooth transition and driving long‑term client retention. The specialist acts as the client’s trusted advisor, monitors progress, identifies opportunities for optimisation, and proactively proposes value‑adds.
About The Role
Key Responsibilities
Client Onboarding
Serve as the primary point‑of‑contact for new hotel clients from contract signing through “go‑live.”
Develop and execute onboarding plans with project timelines, milestones, deliverables and dependencies.
Coordinate cross‑functional resources (procurement, operations, IT, suppliers) to deliver 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.
Coordinate kick‑off sessions, training workshops (in person/virtual) and process walkthroughs; monitor progress and remove obstacles.
Ensure data integrity and help clients upload/migrate purchasing history, inventory lists and standard items.
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 and pain points.
Monitor client engagement: usage of the procurement platform, order volume, compliance with preferred supplier lists.
Identify early warning signs of disengagement or risk of churn and intervene proactively.
Build value cases for upsell, adoption of additional product categories, supplier tiers or consulting services.
Drive renewal conversations and coordinate with sales/account management where relevant.
Capture and disseminate best practices and client success stories internally and externally.
Purchasing / Consumption Analysis & Insights
Generate meaningful reports and insights using procurement transaction data.
Analyze client consumption patterns, identify cost‑saving or efficiency opportunities and present recommendations.
Track KPIs: savings achieved, usage metrics, order compliance, retention rate and time‑to‑first‑order.
Work with Analytics/BI teams to refine dashboards, alerts and reporting tools.
Process Improvement & Best Practice
Capture feedback and continuously refine onboarding and success processes.
Collaborate with internal teams to streamline workflows.
Contribute to customer enablement assets: user guides, video tutorials, FAQs and knowledge base.
Benchmark against best practices in SaaS onboarding and procurement services.
Key Skills & Experience
Proficient in CRM, project management tools (Asana/MS 365), procurement software (Procure Wizard), Excel, Power BI, video conferencing and training platforms.
Experience in client onboarding, client success, account management or implementation roles (B2B/SaaS).
Strong project management skills, able to manage multiple clients and cross‑functional dependencies.
Quantitative and analytical skills, comfortable with procurement or financial data, spreadsheets and dashboards.
Excellent communication skills, in both written and verbal forms, able to translate between technical, commercial and operational audiences.
Customer‑centric mindset with strong interpersonal skills; ability to build trust and influence.
Problem‑solving ability: anticipate roadblocks, remove barriers and escalate appropriately.
Strong organisational discipline and attention to detail.
Comfortable in a fast‑growing, evolving environment with ambiguity.
Desirable / Preferred
Experience or understanding of hospitality/hotel operations and F&B procurement.
Experience working with e‑procurement systems (catalog management, ERP integration, ordering systems).
Familiarity with procurement analytics, cost benchmarking and category management.
Exposure to supplier negotiation, contract terms, or vendor management.
Experience with change management or adoption in clients.
Required Attributes & Mindset
Empathy for the client and ability to adapt support to operational pressures.
Proactive mindset – preempt issues and act early.
Continuous improvement orientation – refine and streamline processes.
Hotel experience and working knowledge of Procure Wizard are advantages; full training provided.
Results orientation – focus on business outcomes, not just task completion.
Flexibility and resilience in a growing business with shifting priorities.
Collaborative approach – align across multiple stakeholders.
Additional Info
This role may require occasional travel to client hotel sites for onsite training and workshops.
Contract Details
Contract Type: Fulltime
Salary: Based on experience
Closing Date: Tuesday 30th June 2026
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