Mid-Market Onboarding Lead

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

📋 Description

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

• Establish quality standards for customer interactions through call evaluations and kickoff preparations.

• Personally manage strategic key accounts and multi-property groups in North America during the go-live phase and transition.

• Oversee regional account intake and assignment according to complexity and capacity.

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

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

• Monitor and enhance time-to-live, deployment quality, onboarding customer satisfaction (CSAT), Hypercare results, and early retention using Salesforce dashboards and onboarding tools.

• Collaborate with Sales, Account Management, Hypercare, Support, Professional Services, and Product teams regarding handoffs, customer concerns, and recurring issues.

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

• Coordinate efforts with third-party implementation consultants and partners.

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

• Leverage AI and automation to minimize administrative tasks.

⛳️ Requirements

• 5+ years of experience in hotel operations or hospitality technology; experience solely with OTAs, GDS, or travel distribution does not qualify.

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

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

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

• Consultative communication style focused on hospitality, engaging both executives and front-line staff.

• Strong project management skills covering scope, milestones, risks, and communication with stakeholders across multiple projects.

• Comfortable working with data and tools, including Salesforce or a similar CRM, dashboards, and AI applications.

• Calm, organized, and decisive within a rapidly growing, remote-first environment.

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

• Optional: Experience implementing or operating Oracle Opera.

• Optional: Fluency in Spanish at a business-professional level.

• Optional: PMP or equivalent 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, Remote Always.

• PTO in accordance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on country of residence.

• Professional development courses available through Cloudbeds University.

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