Director of Onboarding

The Director of Onboarding plays a pivotal role in shaping the first impression our clients have with our technology solutions. Its responsible for developing and executing comprehensive onboarding strategies ensuring seamless implementations and delivering unparalleled support to our clients. The leadership and expertise of this role is instrumental in driving client success and fostering long-term relationships.

Essential Functions:

• Develop and implement strategic onboarding programs that align with our clients' needs and business objectives. Drive the development of scalable onboarding processes to accommodate our growing client base.

• Lead mentor and empower a team of Onboarding leaders. Foster a culture of excellence collaboration and continuous improvement within the onboarding department.

• Build strong relationships with key client stakeholders. Collaborate closely with Sales Customer Success and Product teams to ensure a cohesive and positive client experience throughout the onboarding journey.

• Evaluate existing onboarding processes and identify opportunities for improvement. Implement best practices automation and tools to enhance efficiency and effectiveness in client onboarding.

• Stay up-to-date with our technology solutions and features. Provide guidance to clients on maximizing the benefits of our products tailoring solutions to their unique requirements.

• Oversee key performance indicators and work with leaders to identify areas of opportunities for continuous growth and improvement.

• Gather feedback from clients and internal stakeholders to identify areas for improvement in our onboarding process and product offerings. Advocate for necessary changes and enhancements within the organization.

• Develop and maintain comprehensive onboarding documentation including guides training materials and best practice resources. Ensure the availability of up-to-date resources for clients and internal teams.

Knowledge Skills and Abilities:

• Strong understanding of hospitality technology solutions including property management systems guest experience platforms and related applications.

• Exceptional leadership skills with a track record of managing and developing high-performing teams.

• Excellent communication and interpersonal skills with the ability to build rapport with clients and internal stakeholders.

• Strategic mindset and ability to develop and execute onboarding strategies aligned with business goals.

• Analytical skills to assess data and client feedback driving data-driven decision-making for process improvement.

• Customer-focused attitude and dedication to delivering outstanding service to clients.

• Ability to successfully exhibit Cloudbeds’ core values (Grit Kaizen Discovery Stronger together Welcoming Presence Mop bucket attitude Positive intent)

Education & Experience:

• Bachelor's or Master's degree in Business Hospitality Management or related field.

• 5+ years of hospitality management experience required

• 5+ years leadership experience

• 3+ years of customer onboarding/implementation experience preferred

Working Conditions & Physical Demand:

• You will primarily work remotely from a home office.

• This position requires you to occasionally work shifts over weekends and holidays

• Physical demands of the job include: remaining in a stationary position for extended periods of time; constantly operate a computer; occasionally operate other office equipment (printer phone calculator); constantly detect discern and utilize programs and tools on a computer; constantly communicate and converse with others through computer programs and tools; constantly distinguish speech or other sounds over Zoom telephone etc.

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