Mid Market Onboarding Coach

🔥 4 minutes ago

🌐 Portugal, Morocco, +2 more countries – Remote

🇵🇹 Portugal – Remote 🇲🇦 Morocco – Remote 🇵🇭 Philippines – Remote 🇨🇭 Switzerland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Coach

👻 Ghost score 10%

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Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• Serve as trusted advisor for assigned mid-market customers throughout onboarding • Manage customer setup, configuration, training, adoption, optimization, hypercare, and transition to ongoing support • Guide customers on operational workflows, change management, system configuration, and platform best practices • Build relationships with property leadership, owners, and key stakeholders • Partner with Onboarding Project Management to execute plans, manage dependencies, and achieve implementation milestones • Collaborate with Sales, Product, Customer Success, Support, and Onboarding Project Management • Resolve customer questions and coordinate solutions for escalated issues across video, phone, and email • Drive customer adoption, retention, long-term success, and expanded use of platform features and integrations • Deliver consultative training and coaching • Identify onboarding risks, remove obstacles, and coordinate cross-functional resources • Contribute to training materials, onboarding best practices, and reusable knowledge capture • Maintain accurate customer activity records in Salesforce and share feedback for customer experience and product roadmap improvements • Undertake other projects and duties as requested

🎯 Requirements

• 4+ years of hospitality operations experience, preferably in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies • 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience is preferred • Expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems • Experience managing complex customer onboarding, implementation, training, change management, or customer success initiatives • Ability to engage and influence stakeholders at multiple levels, from operational users to property leadership and executive decision-makers • Strong consultative, problem-solving, and project coordination skills, with the ability to manage multiple high-value customer engagements simultaneously • Proven ability to drive customer adoption, operational improvements, and business outcomes through technology solutions • Ability to communicate product offerings clearly and synthesize customer feedback into actionable insights for internal teams • Experience working with hospitality technology solutions such as PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software is strongly preferred • Experience supporting multi-property operators, hotel groups, or more complex hospitality organizations is a plus • Experience leading operational transformation, technology rollouts, or process improvement initiatives within hospitality organizations is a plus • Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing multiple priorities and customer needs • Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship

🏖️ Benefits

• 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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