- Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches.
- Review customer-facing calls and kickoff preparation, and coach the team on tone, product limitations, and difficult conversations.
- Personally oversee strategic North American key accounts and multi-property groups through go-live and handoff.
- Own regional account intake and assignment, matching accounts to team members based on complexity and capacity.
- Act as the first escalation point for at-risk North American onboardings and reset plans with customers.
- Ramp new hires through regional training and shadowing, and certify readiness before they take live accounts.
- Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tools.
- Partner with Sales, Account Management, Hypercare, Support, Professional Services, and Product on handoffs and recurring issues.
- Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs for Cloudbeds.
- Coordinate with third-party consultants and partners supporting customer implementations.
Project ManagementSalesforceTeam management