Onboarding Coach

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

📋 Description

• Provide training to clients on the Cloudbeds system, customizing it to meet their hospitality business requirements.

• Oversee client onboarding and offer continuous support through video, phone, and email communications.

• Address customer inquiries and resolve escalated issues across various channels.

• Collaborate with the Sales team to define success metrics, demonstrate return on investment, and enhance client retention.

• Foster client relationships, promote loyalty, and encourage product utilization.

• Enhance product and customer understanding to ensure clients can confidently navigate the system.

• Contribute to training materials and keep abreast of system updates.

• Document activities in Salesforce, collect feedback, and provide insights for product enhancements.

• Work in conjunction with the Customer Onboarding Team and other internal departments.

⛳️ Requirements

• Oversee client onboarding, training, and continuous support through video, phone, and email communications.

• Address customer inquiries and troubleshoot escalated issues through multiple channels.

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

• Build robust client relationships to foster loyalty and drive product adoption.

• Attain a comprehensive understanding of Cloudbeds’ products and customer requirements.

• Assist in the development of training materials and remain updated on system modifications.

• Document activities in Salesforce, gather client feedback, and provide insights for product enhancements.

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

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

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

• Empower clients to achieve self-sufficiency during onboarding and thereafter.

• Exhibit exceptional communication skills, demonstrating empathy and a customer-centric approach.

• Minimum of 3 years of 5-star hospitality experience in significant roles (such as Front Desk or Revenue Manager) within a prestigious hotel brand, or at least 3 years of relevant experience in a customer-facing role within the SaaS industry.

• Proficiency in English.

• Candidates must currently be authorized to work in Thailand without requiring visa sponsorship.

• Project Management certification (recommended for candidates looking to differentiate themselves).

🏝️ Benefits

• Remote First, Remote Always.

• Paid Time Off in compliance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residence.

• Access to professional development courses through Cloudbeds University.

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