Global Director, Mid-Market Onboarding

🕒 Novembro 3

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $160.000 - $190.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Cloudbeds

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2012

✈️ Turismo

📦 Logística

📣 Marketing

💰 $150.000.000 Series D em 2021-11

Travel • Logistics • Marketing

A Cloudbeds é uma plataforma abrangente de software de gestão de hospitalidade que oferece uma solução unificada para administrar todos os aspectos das operações de uma propriedade. Inclui recursos como sistemas de gestão de propriedades (PMS), processamento de pagamentos, comunicação com hóspedes e gestão da experiência, gestão de receitas e analytics, ferramentas de distribuição e marketing e inteligência de precificação. A Cloudbeds tem como objetivo agilizar operações, aumentar a receita e aprimorar a experiência do hóspede para hotéis, hostels, aluguéis de curta temporada e outros negócios de hospedagem. A plataforma integra-se a diversos parceiros por meio de uma API aberta, oferecendo flexibilidade e personalização para atender às necessidades específicas de diferentes perfis de propriedades de hospitalidade. Com foco em modernizar e automatizar processos, a Cloudbeds é utilizada por dezenas de milhares de propriedades no mundo todo para uma gestão de hospitalidade eficiente e eficaz.

Descrição

• Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches • Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management • Diagnose and fix execution gaps in training quality, error detection, and deployment velocity • Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments • Establish and own metrics including onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention • Monitor portfolio health and intervene early on at-risk projects • Own capacity and staffing planning, forecast demand, balance workload, and partner with leadership on headcount decisions • Serve as a senior escalation point for complex or at-risk mid-market deployments • Partner with Account Management on clean, trust-preserving handoffs • Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management • Contribute to the broader strategy for serving mid-market and enterprise-adjacent customers

🎯 Requisitos

• 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership • Track record of building or significantly improving onboarding and implementation functions and frameworks • Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment • Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments • Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers • Ability to move fluidly between strategy and execution • Comfortable with KPIs, dashboards, and using insights to drive decisions • Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship • Spanish or Portuguese fluency at a business-professional level is a bonus skill • Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company is a bonus skill • Familiarity with property management systems, payments, or hospitality fintech is a bonus skill • Experience building onboarding or implementation functions at a scale-up stage company is a bonus skill • Background working with hotel management companies, small chains, or the consultant ecosystem is a bonus skill

🏖️ Benefícios

• Remote First, Remote Always • PTO in accordance with local labor requirements • Fully Paid Parental Leave • Home office stipend based on country of residency • Professional development courses in Cloudbeds University • Access to professional development, including manager training, upskilling, and knowledge transfer

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