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Mid Market Onboarding Coach

3 hours, 47 minutes ago
Portugal
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 98

Description

  • Manage onboarding experiences for assigned mid-market properties from setup through launch, hypercare, and transition to ongoing support.
  • Advise customers on operational workflows, change management, system configuration, and platform adoption.
  • Build trusted relationships with property leaders, owners, and other stakeholders to align onboarding with business goals.
  • Partner with Onboarding Project Management and cross-functional teams to execute plans, manage dependencies, and resolve risks.
  • Deliver consultative training and coaching through video, phone, and email.
  • Drive adoption by identifying opportunities to expand use of Cloudbeds features, integrations, and best practices.
  • Own customer questions and escalations, coordinating solutions across internal teams.
  • Maintain Salesforce records, capture customer feedback, and share insights for product and operational improvements.
  • Contribute to onboarding materials, reusable knowledge, and best practices.

Requirements

  • 4+ years of hospitality operations experience, preferably in senior or leadership 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.
  • Experience with hospitality technology such as PMS, CRS, channel managers, or revenue management systems strongly preferred.
  • Ability to influence stakeholders from operational users through executives and property leadership.
  • Strong consultative, problem-solving, project coordination, communication, and relationship-building skills.
  • Ability to manage multiple high-value customer engagements and drive adoption and business outcomes.
  • Strong technical aptitude, learning agility, and ability to use AI and new tools effectively.
  • Experience with multi-property operators, operational transformation, technology rollouts, or process improvement is a plus.
  • Ability to work cross-functionally in a fast-paced, remote-first environment.
  • Must be authorized to work in the position's 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 through Cloudbeds University, manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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