Onboarding Coach (Remote)

April 24

Cloudbeds

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More Reservations. Happier Guests.

Technology • Software • Hotels • Property Management Software • Hostels

501 - 1000

Description

• Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform thru video conferencing, phone calls and emails • Follow up with new accounts and assist with the onboarding process • Assist and support our existing customers (hotel properties) daily in the use of our software in English and other languages. • Partner and work closely with Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite. • Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers. • Answer product and service questions via our email ticketing system • Troubleshoot and make outbound calls for escalated issues and onboarding calls • Use training materials to keep up-to-date with the latest system updates • Attend company-wide online training sessions • Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products. • Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions. • Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software. • Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives. • Gather client feedback and requirements for future releases of the software. • Enter critical support and activity notes in salesforce • Help create and/or translate new tutorials as needed by contributing content to the database of support articles

Requirements

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles • Experience in hospitality/tourism • Communication skills and a positive attitude • Fluent English • Fluent in Portuguese or Spanish is a differential and a plus • Problem-solving skills and emotional management • Compatible graduation course (completed) • More than 2 years of proven experience in the area • Skill with computers and systems • Excellent internet/wifi connection • Note: This is an entry-level position • Note: This is a remote position that can be done from home

Benefits

• Depending on your skills and experience, you can expect your annual compensation to be between $47,000 to $50,000