Mid Market Onboarding Coach

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

📋 Description

• Oversee and direct the onboarding experiences for designated mid-market properties.

• Act as a reliable advisor and strategic ally throughout the stages of implementation, training, adoption, and launch.

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

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

• Collaborate with Onboarding Project Management to implement onboarding strategies, manage dependencies, and meet implementation deadlines.

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

• Guide the customer experience from onboarding and training through hypercare and the 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 maximize the value of the Cloudbeds platform.

• Encourage customer adoption and pinpoint opportunities to broaden the use of features, integrations, and best practices.

• Collaborate with Sales to define success metrics, showcase ROI, and facilitate retention and long-term growth.

• Provide consultative training and coaching.

• Recognize risks, eliminate obstacles, and coordinate cross-functional resources for intricate onboarding projects.

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

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

• Utilize AI and tools to lessen administrative tasks and repetitive training inquiries.

• Execute additional projects and responsibilities as assigned.

⛳️ Requirements

• Must be authorized to work in the location where the position is based without needing visa sponsorship.

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

• Preferably 2+ years of experience in SaaS onboarding, implementation, customer success, account management, or customer-facing software roles.

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

• Experience in managing intricate customer onboarding, implementation, training, change management, or customer success projects.

• 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 concurrently.

• Demonstrated success in driving customer adoption, operational enhancements, and business outcomes through technology solutions.

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

• Competence in sharing customer insights and opportunities across departments to foster alignment and continuous improvement.

• Ability to empower clients to achieve self-sufficiency during onboarding and beyond.

• Excellent communication skills, demonstrating 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 highly preferred.

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

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

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

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Opportunities for professional development courses through Cloudbeds University.

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