Onboarding Coach (Guest Experience)
What Makes Us Unique:
At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Join a global team of innovative professionals to tackle key challenges in hospitality using the latest technology in software development, data science, AI, and more. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started.
How You'll Make an Impact:
Whistle is our messaging platform integrated within Cloudbeds that allows properties to communicate with their guests through various channels such as SMS, WhatsApp, Facebook Messenger, OTA’s and more. It enables automated messaging, guest surveys, and reputation management while providing tools for managing guest interactions effectively. Whistle is designed to enhance guest engagement and streamline communication. As a Whistle for Cloudbeds Onboarding Coach, you will work with our clients on a daily basis to help implement our messaging platform and tailor it to the client's needs.
Our Customer Onboarding Team: As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto *“more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers.
If you’re ready to make a difference and be part of an exciting journey, we’d love to have you on board!
What You Bring to the Team:
Facilitate client onboarding, training, and ongoing support via video, phone, and email.
Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
Partner with Sales to define success, demonstrate ROI, and drive retention.
Build strong client relationships to encourage loyalty and promote product adoption.
Develop a deep understanding of Cloudbeds’ products and customer needs.
Contribute to training materials and stay updated on system changes.
Record activities in Salesforce, gather feedback, and share insights for product improvements.
What Sets You Up for Success:
Bring over 3 years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role.
Demonstrate deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy).
Possess a proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients
Deliver exceptional communication with empathy and a relentless customer-focused approach.
Communicate product offerings clearly and effectively synthesize customer feedback for internal product and engineering teams.
Empower clients to become self-sufficient during onboarding and throughout their lifecycle.
Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills.
Share customer insights and opportunities across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth.
Familiarity with CRM/Email Marketing platforms is a significant plus.
Business level English required
Bonus Skills to Stand Out:
Fluent in Portuguese and Spanish
Project Management certification
About the job
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Onboarding Coach (Guest Experience)
What Makes Us Unique:
At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Join a global team of innovative professionals to tackle key challenges in hospitality using the latest technology in software development, data science, AI, and more. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started.
How You'll Make an Impact:
Whistle is our messaging platform integrated within Cloudbeds that allows properties to communicate with their guests through various channels such as SMS, WhatsApp, Facebook Messenger, OTA’s and more. It enables automated messaging, guest surveys, and reputation management while providing tools for managing guest interactions effectively. Whistle is designed to enhance guest engagement and streamline communication. As a Whistle for Cloudbeds Onboarding Coach, you will work with our clients on a daily basis to help implement our messaging platform and tailor it to the client's needs.
Our Customer Onboarding Team: As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto *“more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers.
If you’re ready to make a difference and be part of an exciting journey, we’d love to have you on board!
What You Bring to the Team:
Facilitate client onboarding, training, and ongoing support via video, phone, and email.
Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
Partner with Sales to define success, demonstrate ROI, and drive retention.
Build strong client relationships to encourage loyalty and promote product adoption.
Develop a deep understanding of Cloudbeds’ products and customer needs.
Contribute to training materials and stay updated on system changes.
Record activities in Salesforce, gather feedback, and share insights for product improvements.
What Sets You Up for Success:
Bring over 3 years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role.
Demonstrate deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy).
Possess a proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients
Deliver exceptional communication with empathy and a relentless customer-focused approach.
Communicate product offerings clearly and effectively synthesize customer feedback for internal product and engineering teams.
Empower clients to become self-sufficient during onboarding and throughout their lifecycle.
Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills.
Share customer insights and opportunities across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth.
Familiarity with CRM/Email Marketing platforms is a significant plus.
Business level English required
Bonus Skills to Stand Out:
Fluent in Portuguese and Spanish
Project Management certification