Onboarding Coach

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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 Spanish and/or Portuguese, French, Italian 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

Responsibilities:

• Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform through 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