Mid Market Onboarding Coach

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

📋 Description

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

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

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

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

• Collaborate with Onboarding Project Management to execute onboarding strategies, manage dependencies, and reach implementation milestones.

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

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

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

• Serve as a strategic consultant to enhance operational processes and optimize platform value.

• Promote customer adoption and long-term success by identifying opportunities to expand the use of features, integrations, and best practices.

• Partner with Sales to define success metrics, demonstrate ROI, and support retention and growth strategies.

• Provide consultative training and coaching.

• Recognize risks, eliminate obstacles, and coordinate resources across functions for successful customer outcomes.

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

• Keep accurate records of customer activities in Salesforce and provide feedback to enhance customer experience and inform the product roadmap.

• Undertake additional projects and responsibilities as assigned.

⛳️ Requirements

• 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 roles is preferred.

• In-depth knowledge of hotel operations, including 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.

• Ability 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 skills, capable of managing multiple high-value customer engagements simultaneously.

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

• Capacity to clearly communicate product offerings and convert customer feedback into actionable insights for internal teams.

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

• Capability to empower clients to achieve self-sufficiency during onboarding and thereafter.

• Exceptional communication skills with a focus on empathy and customer satisfaction.

• 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 settings is a plus.

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

• Applicants must be legally authorized to work in the location where the position is based without the need for 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.

• Access to professional development courses through Cloudbeds University.

• Opportunities for professional development, including manager training, upskilling, and knowledge transfer.