Mid Market Onboarding Coach

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

📋 Description

• Oversee and direct onboarding processes for mid-market properties.

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

• Assist customers in platform setup, configuration, operational workflows, best practices, and optimization strategies.

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

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

• Work alongside Sales, Product, Customer Success, Support, and Onboarding Project Management teams.

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

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

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

• Collaborate with Sales to define success metrics, demonstrate ROI, and support retention and growth initiatives.

• Provide consultative training and coaching to clients.

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

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

• Maintain precise records of customer activities in Salesforce.

• Collect customer feedback and share insights to enhance the customer experience and inform the product roadmap.

• Execute additional projects and responsibilities as assigned.

⛳️ Requirements

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

• A minimum of 4 years of experience in hospitality operations, preferably 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 roles is preferred.

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

• Proven experience managing complex customer onboarding, implementation, training, change management, or customer success initiatives.

• Ability to engage and influence stakeholders across multiple levels effectively.

• Exceptional consultative, problem-solving, and project coordination skills.

• Capacity to manage multiple high-value customer engagements concurrently.

• Demonstrated ability to drive customer adoption, operational enhancements, and business outcomes through technological solutions.

• Strong communication skills to clearly convey product offerings and synthesize customer feedback into actionable insights.

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

• Experience assisting multi-property operators, hotel groups, or more complex hospitality organizations is a plus.

• Background in leading operational transformation, technology rollouts, or process improvement initiatives within hospitality organizations is advantageous.

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

• Exceptional technical aptitude and learning agility.

• Proven emotional intelligence and ability to build trust.

• Customer-oriented communication skills.

🏝️ 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 available through Cloudbeds University.

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