Cloudbeds - Mid Market Onboarding Coach

• Champion the core principle: Standardize the repeatable, personalize the meaningful. • Eagerly adopt AI and tooling to handle administrative work and repetitive training questions, freeing you to focus on strategic onboarding guidance, relationship building, and product adoption. • Serve as the trusted advisor for assigned mid-market customers, providing strategic guidance on operational workflows, change management, system configuration, and platform adoption throughout the onboarding journey. • Manage and guide the onboarding experience for assigned mid-market properties, ensuring customer readiness, successful adoption, and confidence using the Cloudbeds platform. • Guide customers through system setup, configuration, operational workflows, and best practices tailored to their business needs. • Build trusted relationships with property leadership, owners, and key stakeholders to align onboarding objectives with business goals and operational outcomes. • Partner closely with Onboarding Project Management to execute onboarding plans, manage dependencies, and ensure customers achieve critical implementation milestones. • Collaborate with Sales, Product, Customer Success, Support, and Onboarding Project Management to convert onboarding feedback into systemic operational improvements and ensure Cloudbeds' value is realized early. • Facilitate the customer journey from onboarding and training through hypercare and transition to ongoing support via video, phone, and email. • Own the customer relationship throughout the onboarding experience, resolving questions and coordinating solutions for escalated issues across multiple channels. • Act as a strategic consultant throughout the onboarding journey, helping customers optimize operational processes and maximize the value of the Cloudbeds platform. • Drive customer adoption and long-term success by identifying opportunities to expand utilization of Cloudbeds features, integrations, and best practices. • Partner with Sales to define success, demonstrate ROI, and support customer retention and long-term growth. • Build strong customer relationships that drive platform adoption, engagement, and loyalty. • Develop a deep understanding of Cloudbeds' products, integrations, and customer needs. • Deliver consultative training and coaching that empowers customers to successfully learn, adopt, and maximize the value of Cloudbeds features and functionality. • Support complex onboarding engagements by proactively identifying risks, removing obstacles, and coordinating cross-functional resources to drive successful customer outcomes. • Embody the Caring Rebel mindset, ensuring full client context is maintained throughout the onboarding journey and that new knowledge is captured, searchable, and reusable for future customers. • Contribute to training materials, onboarding best practices, and knowledge capture while staying current on system enhancements and new product capabilities. • Maintain accurate records of customer activities in Salesforce, gather customer feedback, and share insights that help improve the customer experience and product roadmap. • Other projects/duties as requested. • What Sets You Up for Success • Show strong AI Smarts: Exceptional technical aptitude and learning agility. You pick up new tools quickly, understand how to leverage AI to unlock time to focus on delivering personalized customer relationships, and thrive in environments where technology and processes are constantly evolving. • Demonstrate your Hospitality Heart: Proven ability in emotional intelligence and trust-building. You are an Empathy Champion—comfortable engaging directly with customers at all levels to navigate their unique business challenges and ensure they feel truly cared for throughout the onboarding process. • Bring 4+ years of hospitality operations experience, preferably in leadership or senior operational 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 is preferred. • Demonstrate expertise in hotel operations, including front office, reservations, revenue management, guest services, distribution, and property management systems. • Experience managing complex customer onboarding, implementation, training, change management, or customer success initiatives. • Ability to engage and influence stakeholders at multiple levels, from operational users to property leadership and executive decision-makers. • Strong consultative, problem-solving, and project coordination skills, with the ability to manage multiple high-value customer engagements simultaneously. • Proven ability to drive customer adoption, operational improvements, and business outcomes through technology solutions. • Communicate product offerings clearly and synthesize customer feedback into actionable insights for internal teams. • Empower clients to become self-sufficient during onboarding and beyond. • Deliver exceptional communication with empathy and a customer-focused approach. • Experience working with hospitality technology solutions such as PMS, CRS, Channel Managers, Revenue Management Systems, or related hotel software is strongly preferred. • Experience supporting multi-property operators, hotel groups, or more complex hospitality organizations is a plus. • Experience leading operational transformation, technology rollouts, or process improvement initiatives within hospitality organizations is a plus. • Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing multiple priorities and customer needs. • 𝗪𝗼𝗿𝗸 𝗔𝘂𝘁𝗵𝗼𝗿𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas. • 𝗪𝗵𝗮𝘁 𝘁𝗼 𝗘𝘅𝗽𝗲𝗰𝘁 - 𝗬𝗼𝘂𝗿 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝘄𝗶𝘁𝗵 𝗨𝘀 • Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. • Learn more online at cloudbeds.com • 𝗖𝗹𝗼𝘂𝗱𝗯𝗲𝗱𝘀 𝗔𝘄𝗮𝗿𝗱𝘀: • Winner – Hotel Management Software | HotelTechAwards (2026) • Overall 10 Best Places to Work | HotelTechAwards (2026) • Overall Top 10 Hotelier's Choice | HotelTechAwards (2026) • Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026) • Most Loved Workplace® Certified (2024) • Deloitte Technology Fast 500 (2024) • 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗼𝘂𝗿 𝗕𝗲𝗻𝗲𝗳𝗶𝘁𝘀: • Remote First, Remote Always • PTO in accordance with local labor requirements • Fully Paid Parental Leave • Professional development courses in Cloudbeds University • Access to professional development, including manager training, upskilling, and knowledge transfer • 𝗘𝘃𝗲𝗿𝘆𝗼𝗻𝗲 𝗶𝘀 𝗪𝗲𝗹𝗰𝗼𝗺𝗲 - 𝗔 𝗖𝘂𝗹𝘁𝘂𝗿𝗲 𝗼𝗳 𝗜𝗻𝗰𝗹𝘂𝘀𝗶𝗼𝗻