Onboarding Coach - LATAM

About this role

<div class="content-intro"><p><strong>What Makes Us Unique</strong> <br>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>How You'll Make an Impact: </strong></span></p> <p><span style="color: rgb(0, 0, 0);">As an Onboarding Coach, we’re looking for someone who truly understands hospitality and can step into our clients’ shoes to demonstrate how our system makes their lives easier. You’ll care for our clients and their properties just as you would for a guest in a hotel—always going the extra mile. In this role, you’ll train clients on the system, tailoring it to fit their needs as a hospitality business. By asking the right questions, you’ll get to know your clients and ensure that, by the end of the onboarding process, they have a complete understanding of and confidence in using the system.</span></p> <p><span style="color: rgb(38, 28, 10);"><strong>Our Customer Onboarding Team:  </strong></span></p> <p><span style="color: rgb(0, 0, 0);">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(0, 0, 0);">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(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Facilitate client onboarding, training, and ongoing support via video, phone, and email.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Resolve customer inquiries and troubleshoot escalated issues across multiple channels.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Partner with Sales to define success, demonstrate ROI, and drive retention.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Build strong client relationships to encourage loyalty and promote product adoption.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Develop a deep understanding of Cloudbeds’ products and customer needs.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Contribute to training materials and stay updated on system changes.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">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(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Communicate product offerings clearly and synthesize feedback for internal teams.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Share customer insights and opportunities across departments to drive alignment.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Manage multiple projects or accounts with strong organizational and proactive skills.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Empower clients to become self-sufficient during onboarding and beyond.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Deliver exceptional communication with empathy and a customer-focused approach.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Bring over 1 year of hospitality experience in roles like Front Desk or Revenue Manager.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Have at least 2 years of relevant industry experience in customer-facing roles.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Native or Fluent in both English and Spanish (Portuguese is a plus)</span></li> </ul> <p><span style="color:…