Mid-Market Onboarding Lead
C
CloudbedsHospitality technology
Location: North AmericaFull-TimeLead
Salary100,000 - 140,000 USD per year
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Job Details
- Languages
- Spanish fluency at a business-professional level (optional).
- 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
Requirements
- 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, hospitality-first communication style with executives and front-line staff, including the ability to deliver difficult news and reset 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 readily adopt AI tools.
- Be calm, organized, and decisive in a fast-growing, remote-first environment where priorities shift quickly.
- Optional: Have experience implementing or operating enterprise systems such as Oracle Opera.
- Optional: Have Spanish fluency at a business-professional level.
- Optional: Hold a PMP or similar project-management certification.
- Optional: Have experience with hotel management companies, hotel consultants, reseller partners, revenue management systems, guest experience tools, or hospitality payments.
Responsibilities
- 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.
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