Mid-Market Onboarding Lead

CloudbedsHospitality technology

Location: North AmericaFull-TimeLead

Salary100,000 - 140,000 USD per year

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Job Details

Experience: 5+ years in hotel operations or hospitality technology; 2+ years directly managing customer-facing team members in onboarding, implementation, professional services, or customer success
Required Skills: Project ManagementSalesforceTeam management

Have 5+ years of experience in hotel operations or hospitality technology; experience limited to OTAs, GDS, or travel distribution does not meet this requirement.
Have 2+ years directly managing customer-facing team members in onboarding, implementation, professional services, or customer success, including hiring, coaching, and performance management.
Have hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations from kickoff through go-live.
Understand North American hotel operations, including front office, reservations, distribution, revenue management, payments, and reporting.
Bring a consultative communication style for working with executives and front-line staff, including delivering difficult news and resetting expectations.
Apply project-management discipline to scope, milestones, risks, and stakeholder communication across concurrent projects.
Use dashboards and Salesforce or a similar CRM to manage team performance, and be comfortable adopting AI tools.
Optional: Experience implementing or operating enterprise systems such as Oracle Opera.
Optional: Spanish fluency at a business-professional level.
Optional: PMP or similar project-management certification.
Optional: Experience with hotel management companies, hotel consultants, or reseller partners.
Optional: Familiarity with revenue management systems, guest experience tools, or hospitality payments.

Lead, coach, and develop North America Onboarding Project Managers and Mid-Market Coaches, including team members based in Latin America who serve North American customers.
Review call quality and kickoff preparation, and coach the team on customer-facing communication and handling difficult conversations.
Personally oversee strategic North American 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.
Serve as the first escalation point for at-risk North American onboardings; diagnose issues and reset plans with customers.
Run regional training and shadowing, certify new team members before they manage live accounts, and help shape hiring profiles.
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, customer issues, and recurring feedback.
Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs for Cloudbeds.
Coordinate with third-party consultants and partners, and use AI and automation to reduce administrative work.

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