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Global Director, Mid-Market Onboarding

2 hours, 12 minutes ago
Germany
Full-time
Executive
Operations Manager
Project and Program Management
Machine Learning
Apply Now
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised
View All Jobs 98

Description

  • Lead, coach, and develop the Mid-Market Onboarding team, including project managers and senior coaches.
  • Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and Account Management transition.
  • Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments.
  • Define and monitor metrics including onboarding velocity, deployment quality, training completion, CSAT/NPS, and early retention.
  • Plan team capacity and staffing by forecasting demand, balancing workloads, and supporting headcount decisions.
  • Serve as the senior escalation point for complex or at-risk deployments.
  • Partner with Sales, Product, Support, Professional Services, and Account Management to align customer expectations and delivery.
  • Identify execution gaps in training, error detection, deployment velocity, and customer experience, then implement improvements.

Requirements

  • 7+ years of experience in hospitality or hospitality technology, including customer onboarding or implementation and team leadership.
  • Experience working at a hotel, hotel group, PMS, or hospitality technology company; OTA or travel-distribution experience alone does not qualify.
  • Track record of building or significantly improving onboarding or implementation functions and frameworks.
  • Proven experience hiring, coaching, and developing customer-facing teams in a distributed, global environment.
  • Strong project management skills across scope, milestones, timelines, and risk mitigation for complex deployments.
  • Deep understanding of hotel operations and multi-property, mid-market hospitality customers.
  • Ability to balance strategic framework design with hands-on execution.
  • Comfort using KPIs, dashboards, and data to drive decisions.
  • Business-professional fluency in Spanish or Portuguese is preferred.
  • Experience with hospitality SaaS/PMS implementations, payments, hospitality fintech, scale-up environments, hotel management companies, small chains, or consultants is preferred.
  • Must be authorized to work in the job location without visa sponsorship.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home office stipend based on country of residency.
  • Professional development courses through Cloudbeds University.
  • Access to manager training, upskilling, and knowledge-transfer programs.

Interested in this position?

Apply directly on the company website

Apply Now

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