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Lead, SMB Onboarding, Thailand

13 hours, 8 minutes ago
Thailand
Full-time
Lead
Implementation Consultant
Customer and Technical Support
CRM 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
501-1000
Founded 2012
$248M raised
View All Jobs 16

Description

  • Lead, mentor, and develop SMB Onboarding Coaches, Guest Experience Onboarding Coaches, and Accounting Specialists.
  • Drive team engagement, performance, retention, and professional development through coaching, feedback, and development plans.
  • Manage performance against onboarding metrics including customer satisfaction, quality, adoption, and time-to-launch.
  • Support complex customer implementations, escalations, and go-live activities, including occasional on-site customer visits.
  • Partner with Customer Success, Onboarding leadership, Professional Services, Sales, Account Management, Product, Support, and Operations to align strategy and improve customer outcomes.
  • Identify and implement improvements to onboarding processes, team efficiency, lifecycle transitions, and customer experience.
  • Establish feedback loops that translate customer insights and onboarding learnings into process improvements.
  • Use AI and scalable tools to reduce administrative work and increase team effectiveness.
  • Advocate for customer needs and employee feedback in organizational discussions.

Requirements

  • Current authorization to work in Thailand without visa sponsorship.
  • 4+ years of hospitality management experience, preferably with hotels, resorts, hotel groups, or hospitality management companies.
  • 2+ years of experience in strategic leadership, project management, implementation, onboarding, customer success, or operations.
  • Experience leading and influencing others through coaching, mentoring, stakeholder management, and cross-functional collaboration.
  • Expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
  • Strong leadership, communication, presentation, and facilitation skills for audiences from frontline operators to executives.
  • Ability to use data, AI, and technology to improve operational efficiency, team performance, and scalable onboarding.
  • Experience managing complex customer situations, competing priorities, and change in a fast-paced remote environment.
  • Willingness and ability to travel occasionally to customer locations.
  • Experience with hospitality technology such as PMS, channel managers, revenue management systems, CRM, CRS, or related hotel software (preferred).

Benefits

  • Remote-first 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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