Global Director, Mid-Market Onboarding
C
CloudbedsHospitality technology
Work from home in eligible locations across CanadaFull-TimeDirector
Salary not disclosed
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Job Details
- Languages
- Additional language fluency (Spanish, Portuguese) at a business-professional level.
- Experience
- 7+ years in hospitality or hospitality technology
- Required Skills
- Project Management
Requirements
- Bring 7+ years of experience in hospitality or hospitality technology.
- Have hands-on customer onboarding or implementation experience and team leadership experience.
- Have experience at a hotel, hotel group, PMS, or hospitality-technology company; OTA or travel-distribution experience alone does not qualify.
- Show a track record of building or significantly improving onboarding and implementation functions and frameworks.
- Have proven experience hiring, coaching, and developing customer-facing teams in a distributed, global environment.
- Bring a strong project-management foundation covering scope, milestones, timelines, and risk mitigation for complex multi-stakeholder deployments.
- Understand hotel operations and the complexity of serving multi-property, mid-market hospitality customers.
- Be able to work across strategy and hands-on implementation.
- Be comfortable with KPIs, dashboards, and using insights to drive decisions.
- Additional language fluency in Spanish or Portuguese at a business-professional level is a bonus.
- Hospitality SaaS or PMS implementation experience, familiarity with property management systems, payments, or hospitality fintech, and experience building onboarding functions at a scale-up are bonuses.
Responsibilities
- Lead, coach, and develop Onboarding Project Managers and senior coaches, setting expectations, performance standards, growth paths, and accountability.
- Own onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management.
- Diagnose and address execution gaps in training quality, error detection, and deployment velocity.
- Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments.
- Establish and monitor onboarding velocity, deployment quality, training completion, CSAT/NPS, and early-lifecycle retention metrics.
- Forecast demand, balance team workload, and partner with leadership on capacity and headcount decisions.
- Serve as a senior escalation point for complex or at-risk deployments and partner with Account Management on customer handoffs.
- Partner with Sales, Product, Support, Professional Services, and Account Management on customer delivery and mid-market strategy.
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