Mid-Market Onboarding Coach

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee and enhance the onboarding experience for designated mid-market properties.

• Act as a reliable advisor and strategic partner throughout the implementation, training, adoption, and launch phases.

• Assist customers with system setup, configuration, operational workflows, and adherence to best practices.

• Establish trusted relationships with property leadership, owners, and key stakeholders.

• Collaborate with Onboarding Project Management to execute onboarding strategies, manage interdependencies, and achieve implementation goals.

• Work in partnership with Sales, Product, Customer Success, Support, and Onboarding Project Management.

• Guide the customer experience from onboarding and training through hypercare and transition to ongoing support via video, phone, and email.

• Address customer inquiries and coordinate solutions for elevated issues.

• Assist customers in optimizing operational processes to maximize platform value.

• Promote customer adoption and identify opportunities to enhance the utilization of features, integrations, and best practices.

• Collaborate with Sales to define success metrics, demonstrate ROI, and aid in retention and growth efforts.

• Provide consultative training and coaching.

• Identify risks, eliminate barriers, and coordinate cross-functional resources to achieve successful outcomes.

• Contribute to the development of training materials, onboarding best practices, and knowledge capture initiatives.

• Maintain precise records of customer activities in Salesforce and provide feedback to enhance customer experience and product development.

⛳️ Requirements

• Outstanding technical aptitude and a strong capacity for learning.

• Demonstrated ability in emotional intelligence and building trust.

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

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

• Proficient knowledge of hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.

• Experience managing complex customer onboarding, implementation, training, change management, or customer success projects.

• Capability to engage and influence stakeholders at various levels.

• Strong consultative, problem-solving, and project coordination abilities.

• Ability to manage multiple high-value customer engagements at once.

• Proven track record of driving customer adoption, operational enhancements, and favorable business outcomes through technology solutions.

• Capacity to communicate product offerings effectively and translate customer feedback into actionable insights.

• Experience with hospitality technology solutions such as PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software is highly preferred.

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

• Experience leading operational transformation, technology implementations, or process improvement initiatives within hospitality organizations is a plus.

• Comfortable working cross-functionally in a dynamic, remote-first setting while managing multiple priorities and customer needs.

• Must currently be authorized to work in the location where the position is based without requiring 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 available through Cloudbeds University.

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