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Onboarding Coach - Guest Experience

3 weeks, 4 days ago
Portugal
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 7

Description

  • Train clients on the Cloudbeds platform and help them become confident, self-sufficient users.
  • Partner with Sales and Product to turn onboarding feedback into operational improvements.
  • Manage the customer journey for Guest Experience and Marketing support across video, phone, and email.
  • Establish success metrics with Sales, demonstrate ROI, and support customer retention.
  • Maintain full client context and create searchable, reusable knowledge across onboarding interactions.
  • Build and contribute to training materials, knowledge base content, and product change updates.
  • Track customer activity accurately in Salesforce and share actionable feedback internally.
  • Develop a deep understanding of Cloudbeds products, integrations, and evolving customer needs.
  • Cultivate strong customer relationships that drive adoption and long-term loyalty.

Requirements

  • 3+ years of 5-star hospitality experience in a Front Desk or Revenue Manager role within a leading hotel brand, or 3+ years of relevant SaaS customer-facing experience.
  • Deep expertise in revenue management principles and technology, including RMS, dynamic pricing, demand forecasting, RevPAR, ADR, and occupancy.
  • Ability to translate complex AI-driven revenue intelligence concepts into practical business terms for clients.
  • Strong communication skills with empathy and a customer-focused approach.
  • Experience synthesizing customer feedback for internal product and engineering teams.
  • Ability to manage multiple projects or accounts simultaneously with strong organization and proactive management skills.
  • Familiarity with CRM and email marketing platforms is a strong plus.
  • Professional fluency in English is required.
  • Professional fluency in Spanish is optional but preferred.
  • Project Management certification is an optional bonus.
  • Resume/CV 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.
  • Professional development courses through Cloudbeds University.
  • Access to manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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