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Onboarding Coach - Guest Experience

2 days, 10 hours ago
Mexico, Chile
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 12

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 and stay current on system changes.
  • Record customer activities in Salesforce, gather feedback, and share product improvement insights.
  • Coordinate with Sales, Product, Marketing, and Engineering to communicate customer needs and opportunities.

Requirements

  • 3+ years of hospitality experience in roles such as Front Desk or Revenue Manager at a leading hotel brand, or 3+ years of 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 communicate product offerings clearly and synthesize customer feedback for internal teams.
  • Ability to manage multiple projects or accounts with strong organizational and proactive management skills.
  • Professional fluency in English is required.
  • Professional fluency in Spanish is preferred.
  • Familiarity with CRM or email marketing platforms is a plus.
  • Project Management certification is optional; submit a CV or resume in English.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Monthly Wellness Fridays with an extra-long weekend.
  • Fully paid parental leave.
  • Home office stipend based on country of residence.
  • 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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