Onboarding Coach

Summary

Join Cloudbeds, a leading hospitality platform, as a superstar Onboarding Coach! You will be responsible for onboarding new clients, providing training, and ensuring their success using the Cloudbeds platform. This role involves working closely with the sales team, resolving customer issues, and acting as a trusted advisor. You will utilize your excellent communication and problem-solving skills to build strong client relationships and gather feedback for future product development. Cloudbeds offers a remote-first culture with flexible working schedules, open Paid Time Away, and opportunities for professional development. We are seeking a candidate with hospitality experience and strong communication skills in English and Thai.

Requirements

• 1+ year of hospitality experience in hotels, hostels, BNBs or similar working in Front Desk, Night Auditor, Revenue Manager, General Manager roles
• 2+ years of total relevant experience
• Excellent communication skills and a contagious positive attitude
• Fluent English & Thai
• Problem-solving skills and emotional maturity
• Exceptional skills with computers and systems
• Excellent internet/wifi connection for your home office

Responsibilities

• Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform thru video conferencing, phone calls and emails
• Follow up with new accounts and assist with the onboarding process
• Assist and support our existing customers (hotel properties) daily in the use of our software in English and other Languages >> Thai
• Partner and work closely with our Sales team to define and achieve customers’ success criteria, demonstrate ROI, and help ensure customer renewal with Cloudbeds product suite
• Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Answer product and service questions via our email ticketing system
• Troubleshoot and make outbound calls for escalated issues and onboarding calls
• Use training materials to keep up-to-date with the latest system updates
• Attend company-wide online training sessions
• Act as a trusted advisor, thought leader, and subject matter expert to customers for the full suite of Cloudbeds’ products
• Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions
• Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software
• Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives
• Gather client feedback and requirements for future releases of the software
• Enter critical support and activity notes in Salesforce
• Help create and/or translate new tutorials as needed by contributing content to the database of support articles

Benefits

• Flexible working schedules
• Open Paid Time Away policy
• Opportunity to travel and work remotely with great people
• Access to professional development, including manager training, upskilling and knowledge transfer