Onboarding Coach

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

📋 Description

• Facilitate the onboarding process for clients, providing training and ongoing support through video, phone, and email.

• Address customer inquiries and troubleshoot escalated issues across various communication channels.

• Collaborate with Sales to establish success metrics, demonstrate return on investment, and enhance customer retention.

• Cultivate strong relationships with clients to foster loyalty and encourage product adoption.

• Acquire an in-depth understanding of Cloudbeds’ products and the needs of customers.

• Assist in the creation of training materials and remain informed about system updates.

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

• Aid clients in comprehending and effectively using Cloudbeds’ hospitality management system.

• Support the Customer Onboarding Team in providing a smooth onboarding experience.

⛳️ Requirements

• Facilitate the onboarding process for clients, providing training and ongoing support through video, phone, and email.

• Address customer inquiries and troubleshoot escalated issues across various communication channels.

• Collaborate with Sales to establish success metrics, demonstrate return on investment, and enhance customer retention.

• Cultivate strong relationships with clients to foster loyalty and encourage product adoption.

• Acquire an in-depth understanding of Cloudbeds’ products and the needs of customers.

• Assist in the creation of training materials and remain informed about system updates.

• Log activities in Salesforce, collect 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 and proactive skills.

• Empower clients to become self-sufficient throughout the onboarding process and beyond.

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

• Bring over 3 years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role.

• Fluency in English is required.

• Currently authorized to work in Thailand without the need for visa sponsorship.

• Project Management certification is recommended.

🏝️ Benefits

• Remote First, Remote Always.

• Paid Time Off in accordance with local labor requirements.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Access to professional development courses at Cloudbeds University.

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