Mid Market Onboarding Coach

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

📋 Description

• Oversee and facilitate the onboarding process for mid-market properties through implementation, training, adoption, and launch.

• Act as a reliable advisor and strategic partner regarding operational workflows, change management, system configuration, and platform adoption.

• Assist customers with system setup, configuration, operational workflows, and best practices customized to their business requirements.

• Establish relationships with property leadership, owners, and key stakeholders to ensure onboarding goals align with business objectives.

• Collaborate with Onboarding Project Management to implement plans, handle dependencies, and meet implementation milestones.

• Work together with Sales, Product, Customer Success, Support, and Onboarding Project Management on customer feedback and operational enhancements.

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

• Manage customer relationships, address inquiries, and coordinate solutions for escalated issues.

• Promote customer adoption, operational enhancements, retention, and long-term growth.

• Provide consultative training and coaching to maximize the utilization of Cloudbeds features and functionalities.

• Identify risks, eliminate barriers, and coordinate cross-functional resources for intricate onboarding engagements.

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

• Maintain precise customer activity logs in Salesforce and provide insights for enhancing the customer experience and product roadmap.

• Assist with additional projects and responsibilities as needed.

⛳️ Requirements

• Currently authorized to work in the location of the position without the need for visa sponsorship.

• A 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.

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

• Expertise in hotel operations, encompassing front office, reservations, revenue management, guest services, distribution, and property management systems.

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

• Capability to engage and influence stakeholders at various levels, from operational users to property leadership and executive decision-makers.

• Strong consultative, problem-solving, and project coordination abilities, with the capacity to manage multiple high-value customer engagements simultaneously.

• Demonstrated ability to drive customer adoption, operational improvements, and business outcomes through technology solutions.

• Proficiency in clearly communicating product offerings and synthesizing customer feedback into actionable insights for internal teams.

• Ability to share customer insights and opportunities across departments to foster alignment and continuous improvement.

• Capacity to enable clients to become self-sufficient during onboarding and thereafter.

• Outstanding communication skills with empathy and a customer-centric approach.

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

• Experience supporting multi-property operators, hotel groups, or more complex hospitality organizations is an advantage.

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

• Comfortable working in a fast-paced, remote-first environment while juggling multiple priorities and customer needs.

🏝️ 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 opportunities, including manager training, upskilling, and knowledge transfer.