Onboarding Coach - Guest Experience

About this role

<div class="content-intro"><p><span style="color: rgb(38, 28, 10);"><strong>What Makes Us Unique </strong></span></p> <p>At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. </p></div><div class="p-rich_text_section"> <p><span style="color: rgb(38, 28, 10);"><strong>Location: Remote (Portugal)</strong></span></p> <p><span style="color: rgb(38, 28, 10);"><strong>How You'll Make an Impact:</strong></span></p> <p><span style="color: rgb(38, 28, 10);">Whistle is our messaging platform integrated within Cloudbeds that allows properties to communicate with their guests through various channels such as SMS, WhatsApp, Facebook Messenger, OTA’s and more. It enables automated messaging, guest surveys, and reputation management while providing tools for managing guest interactions effectively. Whistle is designed to enhance guest engagement and streamline communication. As a Whistle for Cloudbeds Onboarding Coach, you will work with our clients on a daily basis to help implement our messaging platform and tailor it to the client's needs.</span></p> <p><span style="color: rgb(38, 28, 10);"><strong>Our Customer Onboarding Team: </strong><strong><em><br></em></strong>As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto *“more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers.</span></p> <p><span style="color: rgb(38, 28, 10);">If you’re ready to make a difference and be part of an exciting journey, we’d love to have you on board!</span></p> <p><span style="color: rgb(38, 28, 10);"><strong>What You Bring to the Team:</strong></span></p> <ul> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Facilitate client onboarding, training, and ongoing support via video, phone, and email.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Resolve customer inquiries and troubleshoot escalated issues across multiple channels.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Partner with Sales to define success, demonstrate ROI, and drive retention.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Build strong client relationships to encourage loyalty and promote product adoption.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Develop a deep understanding of Cloudbeds’ products and customer needs.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Contribute to training materials and stay updated on system changes.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Record activities in Salesforce, gather feedback, and share insights for product improvements.</span></li> </ul> <p><span style="color: rgb(38, 28, 10);"><strong>What Sets You Up for Success:</strong></span></p> <ul> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Bring over 3 years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Demonstrate deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy).</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Possess a proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Deliver exceptional communication with empathy and a relentless customer-focused approach.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Communicate product offerings clearly and effectively, synthesize customer feedback for internal product and engineering teams.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28,…