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Mid Market Onboarding Coach

5 days, 21 hours ago
Germany
Full-time
Mid Level
Implementation Engineer
Customer and Technical Support
Salesforce
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 78

Description

  • Manage onboarding experiences for assigned mid-market hotel properties from setup through hypercare and transition to support.
  • Advise customers on workflows, change management, system configuration, adoption, and operational optimization.
  • Build relationships with property leaders, owners, and stakeholders to align onboarding with business goals.
  • Partner with Project Management, Sales, Product, Customer Success, and Support to deliver implementation milestones and resolve escalations.
  • Deliver consultative training and coaching through video, phone, and email.
  • Identify risks, remove obstacles, coordinate cross-functional resources, and drive successful customer outcomes.
  • Drive adoption of Cloudbeds features, integrations, and best practices while demonstrating ROI and supporting retention.
  • Maintain customer records in Salesforce and share feedback and insights to improve products and customer experience.
  • Contribute to onboarding materials, best practices, knowledge capture, and internal training.
  • Use AI and other tools to automate repetitive administrative and training tasks.

Requirements

  • 4+ years of hospitality operations experience, preferably in leadership or senior roles within hotels, resorts, hotel groups, or hospitality management companies.
  • 2+ years of SaaS onboarding, implementation, customer success, account management, or customer-facing software experience preferred.
  • Expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems.
  • Experience managing complex onboarding, implementation, training, change management, or customer success initiatives.
  • Strong technical aptitude, learning agility, and ability to adopt AI and evolving tools.
  • Excellent emotional intelligence, empathy, communication, consultative, and relationship-building skills.
  • Ability to influence stakeholders from operational users through executives and manage multiple high-value engagements.
  • Experience with hospitality technology such as PMS, CRS, channel managers, or revenue management systems strongly preferred.
  • Experience supporting multi-property operators or leading hospitality technology rollouts is a plus.
  • Must be authorized to work in the job location without visa sponsorship.

Benefits

  • Fully remote, remote-first work environment.
  • PTO according to local labor requirements.
  • Fully paid parental leave.
  • Home office stipend based on country of residence.
  • Professional development through Cloudbeds University, manager training, upskilling, and knowledge transfer.
  • Inclusive equal-opportunity workplace with reasonable accommodations available.

Interested in this position?

Apply directly on the company website

Apply Now

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