Onboarding Project Manager

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

📋 Description

• Take charge of and oversee the complete onboarding process for mid-market clients, from the sales handoff to go-live, adoption, and the transition to Account Management.

• Establish project scope, timelines, milestones, and deliverables to guarantee successful and timely implementations.

• Act as the main point of contact for onboarding mid-market clients, ensuring clear communication and alignment among stakeholders throughout the project lifecycle.

• Facilitate customer meetings, including pre-kickoff, kickoff, project check-ins, and go-live milestones, while documenting action items and next steps.

• Proactively identify and manage risks, dependencies, and escalation points to maintain project momentum and ensure customer satisfaction.

• Coordinate collaboration across various teams, including Sales, Onboarding, Product, Support, Professional Services, and Account Management.

• Track onboarding success metrics, customer adoption rates, training completion, and utilization milestones to bolster long-term customer success.

⛳️ Requirements

• Proficiency in English, Portuguese, and Spanish at a business-professional level, both written and spoken.

• At least 4 years of experience in hotel operations or hotel management.

• Minimum of 1 year of project management experience in a SaaS or customer-facing setting.

• Demonstrated ability to manage multiple projects simultaneously while maintaining keen attention to detail and organization.

• Experience in coordinating cross-functional stakeholders and driving projects to completion in a fast-paced environment.

• Exceptional communication, relationship management, and customer-facing presentation skills.

• Ability to proactively resolve issues, manage ambiguity, and adapt swiftly to evolving customer and business needs.

• Candidates must currently be authorized to work in the location of the position without needing visa sponsorship.

• Optional: At least 1 year of project management experience in a hospitality SaaS environment.

• Optional: Previous experience with customer implementation and onboarding at a hospitality SaaS company.

• Optional: Familiarity with Salesforce, Zendesk, Slack, or other customer operations tools.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor requirements.

• Fully Paid Parental Leave.

• Home office stipend based on country of residency.

• Professional development courses in Cloudbeds University.

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