Onboarding Lead
Location: Remote - (Philippines)
Shift: Monday - Friday 7AM - 4PM UTC OR 8AM - 5PM UTC
How You'll Make an Impact:
As a leader within the Customer Onboarding Team, You will be responsible for cultivating a highly effective, close-knit, and collaborative team that consistently delivers exceptional support. By ensuring seamless and successful onboarding experiences, your leadership directly translates into immediate value realization and long-term retention for our customers. If you are ready to make a significant impact by guiding, mentoring, and setting the standard for an exciting customer journey, we look forward to having you lead the way!
What You Bring to the Team:
Monitor a segment of Cloudbeds customers with associated retention goals.
Analyze customer data to improve customer utilization.
Manage customer escalations related to the strategic use of Cloudbeds software.
Seek to promote the value of the product and upsell services and products.
Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
Train, mentor, motivate, and empower a world-class team of Onboarding Coaches.
Own preparation, execution, and follow-up for 1-on-1s and performance reviews in a performance management capacity.
Work to establish a regular meeting schedule and check-ins with Onboarding team members.
Identify, communicate, and facilitate learning and career-growth opportunities for each member of your team.
Serve as a confident, knowledgeable, and patient escalation point for inquiries from client and third-party stakeholders including key decision-makers and senior leadership.
Design, implement, and track quantitative and qualitative metrics to measure the success of projects, people, and processes.
Strategize with cross-departmental teams to improve our client onboarding experience, shorten delivery time frames, and develop repeatable, scalable processes.
Drive and implement best practices around customer outreach for reviews.
Provide leadership in hospitality training and thought leadership within the Onboarding team.
Understand each customer's strategic goals and make recommendations based on Cloudbeds products and best practices.
Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations.
Analyze data independently to discover insights to improve the customer experience.
What Sets You Up for Success:
Senior or Key Account Onboarding Coach role within Cloudbeds (if applicable)
At least 2 years of leadership experience with a hospitality property or hospitality software company.
Experience with multiple areas of a hotel or similar property type (Frontdesk manager, Revenue Manager, Concierge, etc.).
Ability to manage people and projects effectively in an agile system and matrix reporting environment.
Ability to mentor team members and oversee comprehensive learning and development plans for the team.
Exceptional organizational and interpersonal skills with demonstrated ability to resolve competing priorities under pressure.
Ability to clearly, concisely, and confidently communicate information in written and verbal contexts.
Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally).
You take pride in being a top performer and a subject matter expert.
Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail.
Ability to quickly grasp and distinctly explain technological and business concepts.
Ability to work with AI and to feel comfortable adapting new technology software.
Comfortable working with people from different cultures and backgrounds.
Knowledge of different operating systems like CRM, OTAs, PMS background, etc.
Recommended Skills to Stand Out:
Knowledge of Spanish, Portuguese, English
Project Management certification
About the job
Apply for this position
Onboarding Lead
Location: Remote - (Philippines)
Shift: Monday - Friday 7AM - 4PM UTC OR 8AM - 5PM UTC
How You'll Make an Impact:
As a leader within the Customer Onboarding Team, You will be responsible for cultivating a highly effective, close-knit, and collaborative team that consistently delivers exceptional support. By ensuring seamless and successful onboarding experiences, your leadership directly translates into immediate value realization and long-term retention for our customers. If you are ready to make a significant impact by guiding, mentoring, and setting the standard for an exciting customer journey, we look forward to having you lead the way!
What You Bring to the Team:
Monitor a segment of Cloudbeds customers with associated retention goals.
Analyze customer data to improve customer utilization.
Manage customer escalations related to the strategic use of Cloudbeds software.
Seek to promote the value of the product and upsell services and products.
Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
Train, mentor, motivate, and empower a world-class team of Onboarding Coaches.
Own preparation, execution, and follow-up for 1-on-1s and performance reviews in a performance management capacity.
Work to establish a regular meeting schedule and check-ins with Onboarding team members.
Identify, communicate, and facilitate learning and career-growth opportunities for each member of your team.
Serve as a confident, knowledgeable, and patient escalation point for inquiries from client and third-party stakeholders including key decision-makers and senior leadership.
Design, implement, and track quantitative and qualitative metrics to measure the success of projects, people, and processes.
Strategize with cross-departmental teams to improve our client onboarding experience, shorten delivery time frames, and develop repeatable, scalable processes.
Drive and implement best practices around customer outreach for reviews.
Provide leadership in hospitality training and thought leadership within the Onboarding team.
Understand each customer's strategic goals and make recommendations based on Cloudbeds products and best practices.
Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations.
Analyze data independently to discover insights to improve the customer experience.
What Sets You Up for Success:
Senior or Key Account Onboarding Coach role within Cloudbeds (if applicable)
At least 2 years of leadership experience with a hospitality property or hospitality software company.
Experience with multiple areas of a hotel or similar property type (Frontdesk manager, Revenue Manager, Concierge, etc.).
Ability to manage people and projects effectively in an agile system and matrix reporting environment.
Ability to mentor team members and oversee comprehensive learning and development plans for the team.
Exceptional organizational and interpersonal skills with demonstrated ability to resolve competing priorities under pressure.
Ability to clearly, concisely, and confidently communicate information in written and verbal contexts.
Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally).
You take pride in being a top performer and a subject matter expert.
Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail.
Ability to quickly grasp and distinctly explain technological and business concepts.
Ability to work with AI and to feel comfortable adapting new technology software.
Comfortable working with people from different cultures and backgrounds.
Knowledge of different operating systems like CRM, OTAs, PMS background, etc.
Recommended Skills to Stand Out:
Knowledge of Spanish, Portuguese, English
Project Management certification