Mid Market Onboarding Coach
C
CloudbedsHospitality Software
Location: Morocco; Philippines; Portugal; SwitzerlandFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4+ years of hospitality operations experience; 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience is preferred.
- Required Skills
- Project ManagementSalesforceChange ManagementCustomer SuccessSaaS
Requirements
- 4+ years of hospitality operations experience, preferably in leadership or senior operational roles.
- 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience (preferred).
- Demonstrated expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
- Strong consultative, problem-solving, and project coordination skills.
- 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.
- Exceptional technical aptitude and learning agility; comfortable leveraging AI and new tools.
- Experience with hospitality technology solutions such as PMS, CRS, Channel Managers, or Revenue Management Systems (strongly preferred).
- Proven ability to drive customer adoption, operational improvements, and business outcomes.
- Comfortable working cross-functionally in a fast-paced, remote-first environment.
Responsibilities
- Manage and guide the onboarding experience for mid-market properties, serving as a trusted advisor throughout implementation, training, adoption, and launch.
- Guide customers through system setup, configuration, operational workflows, and best practices tailored to their business needs.
- Build trusted relationships with property leadership, owners, and key stakeholders to align onboarding objectives with business goals and operational outcomes.
- Collaborate with Sales, Product, Customer Success, Support, and Onboarding Project Management to convert onboarding feedback into systemic operational improvements.
- Facilitate the customer journey from onboarding and training through hypercare and transition to ongoing support via video, phone, and email.
- Deliver consultative training and coaching that empowers customers to successfully learn, adopt, and maximize the value of Cloudbeds features and functionality.
- Maintain accurate records of customer activities in Salesforce, gather customer feedback, and share insights that help improve the customer experience and product roadmap.
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