Onboarding Coach - Guest Experience

4 hours, 32 minutes ago
Full-time
Mid Level
Customer and Technical Support
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

Description

  • Train clients on the Cloudbeds platform and ensure they are confident using it to run their hospitality business.
  • Partner with Sales and Product to turn onboarding feedback into operational improvements.
  • Maintain full client context throughout onboarding and make knowledge searchable and reusable.
  • Support the customer journey for Guest Experience and Marketing via video, phone, and email.
  • Define success metrics with Sales, demonstrate ROI, and support customer retention.
  • Build strong customer relationships that drive adoption and long-term loyalty.
  • Develop deep knowledge of Cloudbeds products, integrations, and customer needs.
  • Contribute to training materials and expand the internal knowledge base.
  • Maintain accurate customer records in Salesforce and share actionable feedback with internal teams.

Requirements

  • Remote position based in Morocco.
  • 3+ years of 5-star hospitality experience in roles such as Front Desk or Revenue Manager, or 3+ years of relevant SaaS customer-facing experience.
  • Deep expertise in Revenue Management principles and tools such as RMS, dynamic pricing, demand forecasting, RevPAR, ADR, and Occupancy.
  • Ability to translate complex AI-driven concepts into clear, practical business terms.
  • Exceptional communication skills with empathy and a customer-focused approach.
  • Experience communicating product offerings clearly and synthesizing customer feedback for internal teams.
  • Ability to empower clients to become self-sufficient during onboarding and beyond.
  • Strong organizational skills and ability to manage multiple projects or accounts simultaneously.
  • Familiarity with CRM and email marketing platforms is a plus.
  • Professional fluency in French and English.
  • Project Management certification is an optional plus.
  • CV/resume must be submitted in English.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Monthly Wellness Fridays for an extra-long weekend each month.
  • Fully paid parental leave.
  • Home office stipend based on country of residency.
  • Access to Cloudbeds University professional development courses.
  • Manager training, upskilling, and knowledge transfer opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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