Onboarding Coach

Together we're on a mission to power every property in the world and to do that we need to find the best talent in the world. That's why we're on the search for a superstar Onboarding Coach.

We’re looking for Onboarding Coaches who want to disrupt the travel industry and love to travel as much as we do. As an Onboarding Coach you will make our company motto of “more reservations happier guests” a reality by providing outstanding hospitality support and onboarding to our customers around the world. Please also note that this is an entry-level position.

Location: Remote

What You Will Do:

• Responsible for onboarding training and the overall success of each client using the Cloudbeds platform thru 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

You’ll Succeed With:

• 1+ years of hospitality experience in hotels hostels BNBs or similar with Front Desk Night Auditor Revenue Manager General Manager roles and/or Online Travel Agency or Hospitality technology experience

• Helpful to have experience with Zendesk Salesforce hospitality technology such as property management systems.

• Experience in hospitality/tourism

• Communication skills and a positive attitude

• Fluent English

• Required - Spanish and/or Portuguese language skills

• Problem-solving skills and emotional management

• More than 2 years of proven experience in the area

• Skill with computers and systems

• Excellent internet/wifi connection