Mid Market Onboarding Coach

This is a fully remote position, open to applicants in Ecuador, +1 more country.

📋 Description

• Oversee and enhance the onboarding journey for mid-market properties through effective implementation, training, adoption, and launch processes.

• Act as a reliable advisor and strategic partner during the customer onboarding phase.

• Assist customers in the setup, learning, adoption, and optimization of the Cloudbeds platform.

• Provide guidance on operational workflows, change management, system configuration, and platform utilization.

• Manage customer relationships comprehensively, including system setup, escalated issue resolution, hypercare, and transition to ongoing support.

• Foster relationships with property leadership, owners, and key stakeholders.

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

• Identify avenues to enhance platform and feature adoption, driving long-term customer success.

• Work together with Sales, Product, Customer Success, and Support teams to convert onboarding feedback into systemic enhancements.

• Provide consultative training and coaching while proactively identifying and mitigating risks in complex engagements.

• Utilize AI and tools to minimize administrative tasks, allowing for a focus on relationship-building and strategic guidance.

⛳️ Requirements

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

• Proven expertise in hotel operations, encompassing 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.

• Strong ability in emotional intelligence and trust-building, comfortable engaging with customers at all levels—from operational users to executive decision-makers—to ensure they feel genuinely valued.

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

• Outstanding technical aptitude and learning agility, capable of leveraging AI and quickly adopting new tools in an ever-evolving environment.

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

• Background in supporting multi-property operators, hotel groups, or more intricate hospitality organizations.

• Experience leading operational transformations, technology rollouts, or process improvement initiatives within hospitality sectors.

• Candidates must currently be authorized to work in the location of the position without requiring visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always

• PTO in accordance with local labor requirements

• Fully Paid Parental Leave

• Home office stipend based on country of residency

• Professional development courses in Cloudbeds University

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