Onboarding Coach

Summary

Join Cloudbeds as an Onboarding Coach and support customers and internal teams with billing questions, ensuring customer success with the Cloudbeds platform. You will onboard and train clients, assist with the onboarding process, and provide daily support to existing customers. Collaborate with the Sales team to define and achieve customer success criteria, demonstrate ROI, and ensure customer renewal. Resolve customer complaints and questions through various channels, troubleshoot escalated issues, and utilize training materials to stay updated. Act as a trusted advisor and subject matter expert, cultivate client relationships, and gather feedback for future software releases. This is an entry-level, remote position with a flexible schedule.

Requirements

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles
• Experience in hospitality/tourism
• Communication skills and a positive attitude
• Fluent English
• Compatible graduation course (completed)
• More than 2 years of proven experience in the area
• Skill with computers and systems
• Excellent internet/wifi connection

Responsibilities

• Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform through 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
• 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, 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 in relation to 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

Preferred Qualifications

Fluent in Spanish and/or Portuguese, French, Italian is a differential and a plus

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• 2 corporate apartment accommodations for team member 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
• Access provided to professional Therapy and Coaching
• Access to professional development, including manager training, upskilling and knowledge transfer