Cloudbeds

Project Manager

• Own and manage the end-to-end onboarding lifecycle for mid-market customers, from sales handoff through go-live, adoption, and transition to Account Management
• Define project scope, timelines, milestones, and deliverables to ensure successful and timely implementations
• Serve as the primary point of contact for onboarding mid-market customers, driving clear communication and stakeholder alignment throughout the project lifecycle
• Lead customer meetings, including pre-kickoff, kickoff, project check-ins, and go-live milestones, while documenting action items and next steps
• Proactively identify and manage risks, dependencies, and escalation points to maintain project momentum and customer satisfaction
• Coordinate cross-functional collaboration across Sales, Onboarding, Product, Support, Professional Services, and Account Management teams
• Monitor onboarding success metrics, customer adoption, training completion, and utilization milestones to support long-term customer success

Explore Onboarding Project Manager at Cloudbeds. Review requirements and application details.

Onboarding Project Manager

Onboarding Specialist

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
• Set expectations, conduct 1:1s, manage performance, and establish growth paths
• Run call reviews and kickoff preparation; coach customer-facing quality and difficult conversations
• Personally oversee strategic North American key accounts and multi-property groups through go-live and handoff
• Own regional account intake and assignment based on complexity and capacity
• Serve as the first escalation point for at-risk North American onboardings
• Diagnose issues, reset customer plans, and engage Professional Services, partners, or alternate owners as needed
• Train and certify new hires before they take live accounts
• Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tools
• Partner with Sales, Account Management, Hypercare, Support, Professional Services, Product, consultants, and implementation partners
• Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs
• Handle team questions, case investigations, and call coverage
• Use AI and automation to reduce administrative work

Explore Mid-Market Onboarding Lead at Cloudbeds. Review requirements and application details.

Mid-Market Onboarding Lead

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
• Set expectations, conduct regular 1:1s, manage performance, and establish growth paths
• Raise customer-facing quality through call reviews, kickoff preparation, and coaching
• Personally oversee strategic North American key accounts and multi-property groups through go-live and handoff
• Own regional account intake and assignment based on complexity and capacity
• Act as the first escalation point for at-risk North American onboardings
• Diagnose issues, reset customer plans, and involve Professional Services, certified partners, or alternate owners when needed
• Run regional training and shadowing, certify readiness, and help shape hiring profiles
• Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tools
• Partner with Sales, Account Management, Hypercare, Support, Professional Services, and Product
• Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs for Cloudbeds
• Coordinate with third-party consultants and implementation partners
• Handle team questions, case investigations, and call coverage
• Use AI and automation to reduce administrative work

Coach

• 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
• Bring the customer onboarding motto “more reservations, happier guests” to life through close collaboration and exceptional support

Explore Onboarding Coach at Cloudbeds. Review requirements and application details.

Onboarding Coach

• 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
• Work with the Customer Onboarding Team to provide exceptional support and ensure a seamless onboarding experience
• Train clients on Cloudbeds’ hospitality software and tailor the system to their business needs

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
• Set customer-facing quality standards through call reviews and kickoff preparation
• Personally oversee strategic North American key accounts and multi-property groups through go-live and handoff
• Own regional account intake and assignment based on complexity and capacity
• Act as the first escalation point for at-risk North American onboardings
• Ramp new hires through regional training, shadowing, and readiness certification
• Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention using Salesforce dashboards and onboarding tooling
• Partner with Sales, Account Management, Hypercare, Support, Professional Services, and Product on handoffs, customer issues, and recurring problems
• Help customers switching from other PMS platforms redesign workflows, reporting, and SOPs for Cloudbeds
• Coordinate with third-party implementation consultants and partners
• Handle team questions, case investigations, and call coverage
• Use AI and automation to reduce administrative work

Representative

• Own the critical post-launch window by executing intensive interaction cadences to evaluate system health, assess team sentiment, and build product confidence
• Use AI tools and internal automation to handle administrative work and repetitive technical questions
• Manage a high-priority ticket queue and incoming hotlines within strict turnaround times
• Handle urgent unscheduled calls and help clear critical client blockers across time zones
• Investigate technical or ambiguous problems, determine root causes, and collaborate with product specialists
• Facilitate the transition from technical configuration to long-term product utilization
• Empower clients to become self-sufficient and hand them off to long-term relationship managers
• Maintain detailed CRM records of account activities and health metrics
• Convert live-environment customer feedback into actionable product insights
• Provide personalized, high-touch support to hotel clients during go-live

Explore Hypercare Representative – LATAM at Cloudbeds. Review requirements and application details.

Hypercare Representative – LATAM

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
• Run call reviews and kickoff preparation and coach customer-facing quality
• Oversee strategic North American key accounts and multi-property groups through go-live and handoff
• Own regional account intake and assignment based on complexity and capacity
• Act as the first escalation point for at-risk North American onboardings
• Ramp new hires through regional training, shadowing, and readiness certification
• Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention
• Partner with Sales, Account Management, Hypercare, Support, Professional Services, Product, and third-party consultants
• Help customers redesign workflows, reporting, and SOPs when switching from other PMS platforms
• Handle team questions, case investigations, and call coverage
• Use AI and automation to reduce administrative work

Head of Department

• Lead the global support organization and own the experience hoteliers have when they need support
• Transform reactive support into proactive partnership by combining AI at scale with human empathy
• Own queue health, answer quality, and the wellbeing of support personnel
• Improve first contact resolution and reduce response and resolution times while maintaining human customer experience
• Apply large-scale contact center operating discipline, including workforce planning, queue health, quality, and data
• Lead a completely remote global support team of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC
• Partner across Product, Onboarding, and Account Management
• Identify root causes, validate fixes, and scale improvements

Explore Head of Global Support at Cloudbeds. Review requirements and application details.

Head of Global Support

• Lead the global customer support organization
• Own the experience hoteliers have when they need support
• Transform reactive support into proactive partnership using AI and hospitality-focused empathy
• Maintain queue health and answer quality
• Improve first contact resolution and reduce response and resolution times
• Support the wellbeing of support personnel
• Apply contact-center operating discipline, including workforce planning, queue health, quality, and data
• Collaborate with and align Product, Onboarding, and Account Management teams
• Rebuild and scale support operations across multiple regions, time zones, languages, and cultures

• Lead the global customer support organization
• Own the experience hoteliers have when they need support
• Transform reactive support into proactive partnership using AI at scale and empathetic hospitality
• Maintain queue health and answer quality
• Support the wellbeing of support personnel
• Improve first contact resolution and reduce response and resolution times
• Apply contact-center operating discipline across workforce planning, queue health, quality, and data
• Lead a global support organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC
• Collaborate cross-functionally with Product, Onboarding, and Account Management
• Drive customer recovery or save motions for at-risk accounts

General

• Lead the global support organization and own the experience hoteliers have when they need support
• Transform reactive support into proactive partnership by combining AI at scale with hospitality-oriented empathy
• Own queue health, answer quality, and the wellbeing of support staff
• Raise first contact resolution and reduce response and resolution times while maintaining a human customer experience
• Apply large-scale contact-center operating discipline, including workforce planning, queue health, quality, and data
• Lead a global organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC
• Rebuild support operations from the ground up and serve as a trusted advisor to clients

Explore Global Support Lead at Cloudbeds. Review requirements and application details.

Global Support Lead

• Lead the global customer support organization
• Own the experience hoteliers have when they need support
• Transform reactive support into proactive partnership by combining AI at scale with empathetic hospitality
• Own queue health, answer quality, and the wellbeing of support staff
• Raise first contact resolution and reduce resolution times while maintaining a human customer experience
• Apply large-scale contact-center operating discipline, including workforce planning, queue health, quality, and data
• Lead a global support organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC
• Collaborate cross-functionally with Product, Onboarding, and Account Management
• Manage significant change or transformation in the support function

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