Mid Market Onboarding Coach

This is a fully remote position, open to applicants in Portugal, +3 more countries.

📋 Description

• Act as a trusted advisor for designated mid-market clients during the onboarding phase.

• Oversee customer setup, configuration, training, adoption, optimization, hypercare, and transition to ongoing support.

• Advise customers on operational workflows, change management, system configuration, and platform best practices.

• 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.

• Address customer inquiries and coordinate solutions for escalated issues via video, phone, and email.

• Promote customer adoption, retention, long-term success, and broader utilization of platform features and integrations.

• Provide consultative training and coaching.

• Identify onboarding risks, eliminate obstacles, and coordinate cross-functional resources.

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

• Maintain precise customer activity records in Salesforce and offer feedback for enhancements in customer experience and product roadmap.

• Take on additional projects and responsibilities as assigned.

⛳️ Requirements

• Minimum of 4 years of experience in hospitality operations, ideally in leadership or senior operational positions within hotels, resorts, hotel groups, or hospitality management firms.

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

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

• Proven experience managing intricate customer onboarding, implementation, training, change management, or customer success projects.

• Capacity 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 a knack for managing multiple high-value customer engagements at once.

• Demonstrated capability to foster customer adoption, operational enhancements, and business results through technology solutions.

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

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

• Familiarity with supporting multi-property operators, hotel groups, or more complex hospitality organizations is a plus.

• Experience leading operational transformation, technology implementations, or process improvement initiatives within hospitality settings is advantageous.

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

• Candidates 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