Mid-Market Onboarding Lead

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

📋 Description

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

• Establish expectations, conduct regular one-on-ones, manage performance, and create growth paths.

• Enhance customer-facing quality through call evaluations, kickoff preparation, and coaching efforts.

• Personally manage strategic key accounts and multi-property groups in North America through the go-live phase and subsequent handoff.

• Take charge of regional account intake and allocation based on complexity and capacity considerations.

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

• Diagnose challenges, realign customer plans, and engage Professional Services, certified partners, or alternative owners when necessary.

• Conduct regional training sessions and shadowing, certify readiness, and assist in shaping hiring profiles.

• Monitor and enhance time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tools.

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

• Assist customers transitioning from other PMS platforms in redesigning workflows, reporting, and SOPs for Cloudbeds.

• Coordinate with third-party consultants and implementation partners.

• Address team inquiries, conduct case investigations, and manage call coverage.

• Leverage AI and automation to minimize administrative tasks.

⛳️ Requirements

• A minimum of 5 years in hotel operations or hospitality technology; experience limited to OTAs, GDS, or travel distribution does not satisfy this requirement.

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

• Practical experience leading multi-property or 40+ room full-service hotel PMS implementations from kickoff through to go-live.

• Strong comprehension of North American hotel operations: front office, reservations, distribution, revenue management, payments, and reporting.

• A consultative, hospitality-first communication style when interacting with executives and front-line staff.

• Project management expertise: defining scope, milestones, risks, and stakeholder communication across multiple concurrent projects.

• Proficient with data and tools, including Salesforce or a comparable CRM, dashboards, and AI applications.

• Composed, organized, and decisive in a rapidly growing, remote-first environment where priorities can change quickly.

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

• Optional: Experience with the implementation or operation of Oracle Opera or similar enterprise systems.

• Optional: Business-professional level fluency in Spanish.

• Optional: PMP or similar project management certification.

• Optional: Experience with hotel management companies, hotel consultants, or reseller partners.

• Optional: Familiarity with revenue management systems, guest experience tools, or hospitality payment solutions.

🏝️ Benefits

• Remote-first work environment, always remote.

• Paid time off in accordance with local labor laws.

• Fully paid parental leave.

• Home office stipend based on the country of residency.

• Access to professional development courses through Cloudbeds University.

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