Mid Market Onboarding Coach

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

📋 Description

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

• Manage the customer relationship from start to finish, overseeing system setup, addressing escalated issues across various channels, and guiding the journey from onboarding through hypercare to ongoing support.

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

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

• Serve as a strategic consultant during onboarding, recognizing opportunities to enhance platform and feature adoption while driving long-term customer success.

• Work alongside Sales, Product, Customer Success, and Support teams to transform onboarding feedback into systematic improvements.

• Provide consultative training and coaching that empowers customers to learn, adopt, and maximize the value of the platform.

• Proactively identify and mitigate risks in complex customer engagements.

• Utilize AI and tools to manage administrative tasks while concentrating on relationship-building and providing strategic guidance.

⛳️ 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, including 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 preferred.

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

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

• Exceptional technical aptitude and learning agility, with the capability to leverage AI and quickly adapt to new tools in a dynamic environment.

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

• Applicants must currently have authorization to work in the location where the position is based without requiring visa sponsorship.

• Cloudbeds is unable to provide work visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in line with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on country of residence.

• Professional development opportunities through Cloudbeds University.

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