Onboarding Coach - Guest Experience
C
CloudbedsHospitality software
Remote – (Latam), Shifts ranging from 11:00 AM – 8:00 PM UTC to 1:00 PM – 10:00 PM UTC.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Over 3 years of 5-star hospitality experience in key roles (Front Office or Revenue Manager) within a leading hotel brand, or at least 3 years of relevant SaaS industry experience in a customer-facing role.
- Required Skills
- Project ManagementSalesforceSaaS
Requirements
- Bring over 3 years of 5-star hospitality experience in a key role such as Front Office or Revenue Manager at a leading hotel brand, or at least 3 years of relevant customer-facing SaaS experience.
- Demonstrate deep expertise in Guest Experience communications.
- Translate complex, AI-driven concepts, including Revenue Intelligence, into clear, practical business terms for clients.
- Communicate product offerings clearly and synthesize customer feedback for Product and engineering teams.
- Use an empathetic, customer-focused approach.
- Help clients become self-sufficient during onboarding and throughout their lifecycle.
- Manage multiple projects or accounts simultaneously with strong organizational and proactive management skills.
- Share customer insights and opportunities across Sales, Product, and Marketing.
- Familiarity with CRM or email marketing platforms is a plus.
- Project Management certification is a bonus.
Responsibilities
- Manage the customer journey for Guest Experience and Marketing through ongoing video, phone, and email support.
- Train clients on the Cloudbeds platform and help them become confident and self-sufficient using it.
- Use AI and smart tooling to handle administrative work and repetitive training questions.
- Partner with Sales and Product to turn onboarding feedback into operational improvements.
- Maintain full client context throughout onboarding and capture information so it is searchable and reusable.
- Partner with Sales to establish success metrics, demonstrate ROI, and support customer retention.
- Build customer relationships that support platform adoption and long-term loyalty.
- Contribute to training materials and the knowledge base, and keep current with system changes and new features.
- Maintain accurate customer activity records in Salesforce and share feedback with internal teams.
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