Onboarding Coach

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

📋 Description

• Provide training to clients on Cloudbeds’ hospitality platform and customize the system to meet their specific business requirements.

• Oversee client onboarding and deliver continuous support via video, phone, and email.

• Engage clients with discovery questions to ascertain their needs and build confidence in using the system.

• Address inquiries and troubleshoot escalated issues across various channels.

• Collaborate with the Sales team to establish success metrics, demonstrate ROI, and enhance client retention.

• Cultivate client relationships that foster loyalty and encourage product adoption.

• Keep abreast of product knowledge and stay informed about updates to the system.

• Assist in the development of training materials.

• Document activities in Salesforce and collect customer feedback.

• Provide insights to internal teams to aid in product enhancements and ensure cross-departmental alignment.

⛳️ Requirements

• Facilitate client onboarding, training, and ongoing support via video, phone, and email.

• Resolve customer inquiries and troubleshoot escalated issues across multiple channels.

• Collaborate with the Sales team to define success, showcase ROI, and enhance client retention.

• Build strong relationships with clients to promote loyalty and product adoption.

• Acquire a comprehensive understanding of Cloudbeds’ products and customer needs.

• Contribute to the development of training materials and remain updated on system changes.

• Record activities in Salesforce, gather feedback, and share insights for product enhancements.

• Clearly communicate product offerings and synthesize feedback for internal teams.

• Share customer insights and opportunities across departments to foster alignment.

• Manage multiple projects or accounts efficiently with strong organizational and proactive skills.

• Empower clients to become self-sufficient during onboarding and beyond.

• Deliver outstanding communication with empathy and a customer-centric approach.

• Possess over 1 year of experience in the hospitality industry in roles such as Front Desk or Revenue Manager.

• Have at least 2 years of relevant experience in customer-facing roles.

• Fluency in English is required.

• Fluency in Spanish, French, or German is preferred.

• Applicants must currently be authorized to work in Morocco without the need for visa sponsorship.

• CV/resume must be submitted in English.

🏝️ 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 in Cloudbeds University.

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