Mid-Market Onboarding Lead

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

📋 Description

• Lead, mentor, and nurture the Onboarding Project Managers and Mid-Market Coaches team for North America.

• Conduct call evaluations and preparation for kickoffs, ensuring high-quality customer interactions.

• Manage key strategic accounts and multi-property groups in North America through the go-live phase and transition.

• Oversee the intake and allocation of regional accounts based on their complexity and available capacity.

• Serve as the primary escalation point for onboardings in North America that are at risk.

• Facilitate the onboarding of new hires through regional training, shadowing opportunities, and readiness assessments.

• Monitor and enhance time-to-live, deployment quality, customer satisfaction during onboarding, Hypercare results, and early retention rates.

• Collaborate with Sales, Account Management, Hypercare, Support, Professional Services, Product, and external consultants.

• Assist clients in reconfiguring workflows, reporting, and Standard Operating Procedures (SOPs) when transitioning from other PMS platforms.

• Address team inquiries, investigate cases, and provide call coverage.

• Leverage AI and automation to minimize administrative tasks.

⛳️ Requirements

• Minimum of 5 years in hotel operations or hospitality technology; experience solely with OTAs, GDS, or travel distribution does not fulfill this requirement.

• At least 2 years of direct management experience with customer-facing teams in onboarding, implementation, professional services, or customer success, encompassing hiring, coaching, and performance oversight.

• Practical experience in leading multi-property or full-service hotel PMS implementations with 40 or more rooms, from initiation to go-live.

• Comprehensive understanding of North American hotel operations, including front office, reservations, distribution, revenue management, payments, and reporting.

• Consultative and hospitality-oriented communication style suitable for interacting with both executives and frontline personnel.

• Disciplined in project management: adept at defining scope, setting milestones, identifying risks, and maintaining stakeholder communication across multiple simultaneous projects.

• Proficient with dashboards and Salesforce or a comparable CRM; open to utilizing AI tools.

• Composed, organized, and decisive in a rapidly growing, remote-first environment.

• Must be authorized to work in the location of the position without requiring visa sponsorship.

• Optional: familiarity with Oracle Opera; fluency in Spanish; PMP or equivalent project management certification; experience with hotel management companies, consultants, or reseller partners; knowledge of revenue management systems, guest experience tools, or hospitality payment solutions.

🏝️ Benefits

• Fully remote work environment, now and always.

• Paid Time Off in line with local labor laws.

• Comprehensive Paid Parental Leave.

• Home office allowance based on country of residence.

• Access to professional development courses through Cloudbeds University.

• Opportunities for professional growth, including manager training, skill enhancement, and knowledge sharing.