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Onboarding Coach - Guest Experience

2 hours, 27 minutes ago
Mexico
Full-time
Mid Level
Implementation Engineer
Customer and Technical Support
CRM Email Marketing 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

  • Facilitate client onboarding, training, and ongoing support through video, phone, and email.
  • Resolve customer inquiries and troubleshoot escalated issues across multiple communication channels.
  • Partner with Sales to define customer success, demonstrate ROI, and support retention.
  • Build client relationships that encourage loyalty and product adoption.
  • Develop expertise in Cloudbeds products and customer needs.
  • Create and update training materials based on system changes.
  • Document customer activities in Salesforce and share feedback with Product and Engineering.
  • Manage multiple client projects or accounts while sharing insights across Sales, Product, and Marketing.

Requirements

  • 3+ years of five-star hospitality experience in roles such as Front Desk or Revenue Manager, or 3+ years of relevant customer-facing SaaS experience.
  • Deep knowledge of revenue management principles and technologies, including RMS, dynamic pricing, demand forecasting, RevPAR, ADR, and occupancy.
  • Ability to explain complex AI-driven Revenue Intelligence concepts in clear, practical business terms.
  • Excellent communication skills, empathy, and a strong customer-focused approach.
  • Ability to clearly communicate product offerings and synthesize customer feedback for internal teams.
  • Ability to empower clients to become self-sufficient throughout onboarding and the customer lifecycle.
  • Strong organizational and proactive project or account management skills.
  • Professional fluency in English.
  • Professional fluency in Spanish preferred.
  • Familiarity with CRM or email marketing platforms preferred; project management certification is a bonus.
  • Applicants must be authorized to work in LATAM without visa sponsorship; resume must be submitted in English.

Benefits

  • Fully remote, remote-first work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home office stipend based on country of residence.
  • Professional development courses through Cloudbeds University.
  • Additional professional development, manager training, upskilling, and knowledge-sharing opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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