Global Director, Mid-Market Onboarding

CloudbedsHospitality Technology

Canada; Europe; North AmericaFull-TimeDirector

Salary180,000 - 190,000 USD per year

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Job Details

7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership.
Proven track record of building or significantly improving onboarding and implementation functions and frameworks.
Experience hiring, coaching, and developing customer-facing teams in a distributed, global environment.
Strong project-management foundation with experience in scope, milestones, timelines, and risk mitigation for complex deployments.
Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers.
Ability to design strategic frameworks and implement them through hands-on execution.
Data-driven mindset with experience using KPIs, dashboards, and insights to drive decisions.

Lead, coach, and develop the Mid-Market Onboarding team, setting clear expectations, performance standards, and growth paths.
Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management.
Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments.
Establish and own metrics including onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention.
Manage capacity and staffing planning, forecasting demand and balancing workload across the team.
Serve as a senior escalation point for complex or at-risk mid-market deployments.
Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management to bridge the gap between sales and delivery.

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