Onboarding Coach - Guest Experience at Cloudbeds

Cloudbeds is seeking an Onboarding Coach to work with customers on a daily basis, helping them implement the Whistle messaging platform and tailor it to their needs. The Onboarding Coach plays a role in bringing the motto “more reservations, happier guests” to life. The team is close-knit and collaborative, working closely together to provide exceptional support and ensure a onboarding experience for customers.

Role Involves:

• Facilitating client onboarding, training, and ongoing support via video, phone, and email.
• Resolving customer inquiries and troubleshoot escalated issues across multiple channels.
• Partnering with Sales to define success, demonstrate ROI, and drive retention.
• Building strong client relationships to encourage loyalty and promote product adoption.
• Developing a deep understanding of Cloudbeds’ products and customer needs.
• Contributing to training materials and stay updated on system changes.
• Recording activities in Salesforce, gather feedback, and share insights for product improvements.

Requirements:

• Communicate product offerings clearly and synthesize feedback for internal teams.
• Share customer insights and opportunities across departments to drive alignment.
• Manage multiple projects or accounts with strong organizational and proactive skills.
• Empower clients to become self-sufficient during onboarding and beyond.
• Deliver exceptional communication with empathy and a customer-focused approach.
• Bring over 1 year of hospitality experience in roles like Front Desk or Revenue Manager.
• Have at least 2 years of relevant industry experience in customer-facing roles.

What Cloudbeds offers:

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• 2 corporate apartment accommodations for team member use for free
• 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.