Onboarding Coach

Summary

Join Cloudbeds as an Onboarding Coach and support customers and internal teams with billing questions, ensuring customer success with our platform. You will onboard and train clients, assist with daily software use, partner with sales to achieve customer success criteria, and resolve customer complaints. This remote position requires excellent communication and problem-solving skills, along with 1+ years of hospitality experience. Cloudbeds offers various benefits, including remote work, paid time off, parental leave, a home office stipend, and professional development opportunities.

Requirements

• Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design) as well as externally to customers
• Project Management and Collaboration: Highly organized, proactive, self-starter, and team player that will embrace ownership of their assigned accounts
• Ability to manage multiple projects/customer accounts with varying processes at once
• Can proactively and positively empower the client to work as independently as possible
• Able to have direct conversations with customers from all over the world
• Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles
• Communication skills and a positive attitude
• Fluent English
• Problem-solving skills and project management experience
• Compatible graduation course (completed)
• Tech-Savy with computers and systems
• Excellent internet/wifi connection

Responsibilities

• Responsible for onboarding, training and the overall success of your assigned clients using the Cloudbeds platform through video conferencing, phone calls and emails
• Assist and support our existing customers (hotel properties) daily in the use of our software
• Partner and work closely with Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite
• Resolve customer complaints/questions via phone, email, ticket, chat, or any other media that Cloudbeds uses to help customers
• Troubleshoot and make outbound calls for escalated issues and onboarding calls
• Attend online training sessions to keep your product knowledge up-to-date
• Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products
• 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

Preferred Qualifications

• French, Spanish, Portuguese, and/or Italian fluency
• College Degree
• Experience with a remote position
• Experience in Sales, Customer Support, or Implementation/Onboarding for a software company

Benefits

• Remote First
• PTO in accordance with local labor requirements
• 2 corporate apartment accommodations for employee use for free (San Diego & São Paulo)
• Full Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Therapy + coaching sessions (limited per year)
• Access to professional development, including manager training, upskilling and knowledge transfer