Mid-Market Onboarding Lead
C
CloudbedsHospitality software
Work from home in eligible locations across CanadaFull-TimeLead
Salary not disclosed
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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
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 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.
- Be comfortable using dashboards and Salesforce or a similar CRM.
- Be ready to adopt AI tools and work in a fast-growing, remote-first environment with shifting priorities.
- Oracle Opera implementation or operations experience is a bonus.
- Spanish fluency at a business-professional level is a bonus.
- PMP or a similar project-management certification is a bonus.
- Experience with hotel management companies, hotel consultants, or reseller partners is a bonus.
- Familiarity with revenue management systems, guest experience tools, or hospitality payments is a bonus.
Responsibilities
- Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches.
- Review call quality and kickoff preparation, and coach the team on customer-facing conversations.
- Oversee a small portfolio of strategic North American accounts through go-live and handoff.
- Review account requests and assign accounts based on complexity and team capacity.
- Act as the first escalation point for at-risk onboardings and reset plans with customers.
- Train and shadow new hires, certify readiness for 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 and recurring issues.
- Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs.
- Coordinate with third-party consultants and partners supporting implementations.
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