Mid Market Onboarding Coach
Posted 2 days ago
You'll complete your application on Cloudbeds's career site.
About the Role
This hospitality management software platform offers an integrated suite of tools for property operations, covering guest experience, payment processing, and property management. It is designed to optimize workflows and increase revenue for various lodging businesses across the globe. In this Mid Market Onboarding Coach position, you will serve as a strategic consultant for mid-market clients, leading them through implementation, education, and platform adoption. You will foster vital relationships with property owners and executives to enhance operational efficiency and ensure they fully leverage the platform. Serving as the primary contact throughout the onboarding process, you will partner with the product, sales, and customer success departments to provide a smooth transition. Your oversight of complex onboarding projects and coordination of internal resources will be instrumental in driving customer satisfaction, retention, and growth within this remote-first organization.
Requirements
- Minimum of four years of experience in hospitality operations, preferably in a leadership or senior capacity at resorts, hotels, or management firms.
- At least two years of experience in customer-facing software roles, account management, or SaaS onboarding is preferred.
- Comprehensive knowledge of hospitality operations, specifically property management systems, revenue management, and front office workflows.
- Demonstrated ability to manage several high-value projects at once, coupled with strong project coordination, problem-solving, and consultative abilities.
- Proven capacity to influence stakeholders across various organizational levels with technical aptitude and high learning agility.
- Experience with hospitality tech, such as CRS or Channel Managers, and a history of supporting multi-property operators or leading tech implementations is highly desirable.
- Must possess authorization to work in your current region without visa sponsorship and be capable of working effectively in a remote-only environment.
Responsibilities
- Oversee the complete onboarding lifecycle for mid-market properties by directing them through system configuration, workflow setup, and industry best practices.
- Collaborate with Onboarding Project Managers to execute implementation strategies and reach project milestones.
- Conduct consultative training sessions via telephone, video conferencing, and email while managing customer relationships to address inquiries and resolve escalations.
- Promote platform adoption and communicate the ROI of the software to secure client loyalty and expansion.
- Identify potential risks, eliminate barriers to progress, and keep customer interactions documented accurately in Salesforce.
- Create training documentation, contribute to internal knowledge bases, and collect client feedback to inform product development and improve the customer experience.
Benefits & Perks
- Remote-first workplace with a home office allowance provided based on your country of residence.
- Opportunities for career advancement through management training, upskilling, knowledge sharing, and professional courses via the company university.
- Full paid parental leave and paid time off as mandated by local labor regulations.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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