Mid Market Onboarding Coach

This is a fully remote position, open to applicants in Argentina, +4 more countries.

📋 Description

• Act as a trusted advisor for designated mid-market clients, offering strategic insights on operational workflows, change management, system configuration, and platform adoption.

• Manage customer relationships from start to finish, overseeing system setup, addressing escalated issues, and ensuring onboarding through hypercare and a smooth transition to ongoing support.

• Establish connections with property leadership, owners, and key stakeholders.

• Collaborate with Onboarding Project Management to implement plans and achieve implementation milestones.

• Recognize opportunities to enhance platform and feature adoption, promoting long-term customer success.

• Work in conjunction with Sales, Product, Customer Success, and Support to translate onboarding feedback into systemic enhancements.

• Provide consultative training and coaching.

• Proactively identify and mitigate risks in intricate engagements.

• Leverage AI and tools to minimize administrative tasks, concentrating on relationship-building and strategic advisory roles.

⛳️ Requirements

• Minimum of 4 years of experience in hospitality operations, ideally in leadership or senior operational roles within hotels, resorts, hotel groups, or hospitality management companies.

• Proven expertise in hotel operations, covering front office, reservations, revenue management, guest services, distribution, and property management systems.

• At least 2 years of experience in SaaS onboarding, implementation, customer success, account management, or customer-facing software roles is preferred.

• Demonstrated capability in emotional intelligence and trust-building, with comfort in engaging directly with customers at various levels.

• Strong consultative, problem-solving, and project coordination abilities, managing multiple high-value, complex customer engagements simultaneously.

• Exceptional technical aptitude and learning agility, with a talent for leveraging AI and quickly adopting new tools.

• Experience with hospitality technology solutions (PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software) is highly desirable.

• Must be authorized to work in the location where the position is based without needing visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on country of residency.

• Professional development courses through Cloudbeds University.

• Access to professional development opportunities, including manager training, upskilling, and knowledge transfer.