Onboarding Coach - Guest Experience at Cloudbeds

<div class="content-intro"><p><span style="color: rgb(38, 28, 10);"><strong>What Makes Us Unique&nbsp;</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.&nbsp;</p></div><div class="p-rich_text_section"> <p><span style="color: rgb(38, 28, 10);"><strong>Location: Remote (LATAM or Philippines)</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, 10);">Empower clients to become self-sufficient during onboarding and throughout their lifecycle.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Share customer insights and opportunities across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Familiarity with CRM/Email Marketing platforms is a significant plus.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Professional fluency in English is required.</span></li> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Professional fluency in Spanish is preferred.</span></li> </ul> <p><span style="color: rgb(38, 28, 10);"><strong>Bonus Skills to Stand Out (Optional):</strong></span></p> <ol> <li style="color: rgb(38, 28, 10);"><span style="color: rgb(38, 28, 10);">Project Management certification</span></li> </ol> <p><span style="color: rgb(38, 28, 10);">&nbsp;<strong><em>NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH</em></strong></span></p> <p><span style="color: rgb(38, 28, 10);">#LI-LT1</span></p> </div><div class="content-conclusion"><h4><span style="color: rgb(38, 28, 10);"><strong>What to Expect - Your Journey with Us&nbsp;</strong></span></h4> <p>Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.</p> <p>Learn more online at <span style="color: rgb(255, 193, 7);"><a style="color: rgb(255, 193, 7);" href="https://www.cloudbeds.com/">cloudbeds.com</a>&nbsp;&nbsp;</span></p> <h4><span style="color: rgb(38, 28, 10);"><strong>Company <a style="color: rgb(38, 28, 10);" href="https://www.cloudbeds.com/awards/">Awards</a> to Check Out!&nbsp;</strong></span></h4> <ul> <li>Best All-In-One Hotel Management System | HotelTechAwards (2025)</li> <li>Overall 10 Best Places to Work | HotelTechAwards (2025)</li> <li>Most Loved Workplace® Certified (2024)&nbsp;</li> <li>Top 10 People’s Choice(2024)</li> <li>Deloitte Technology Fast 500 (2024)</li> </ul> <h4><span style="color: rgb(38, 28, 10);"><strong>Discover our Benefits:</strong></span></h4> <ul> <li>Remote First, Remote Always&nbsp;</li> <li>PTO in accordance with local labor requirements</li> <li>Monthly Wellness Fridays - enjoy an extra long weekend every month</li> <li>Full Paid Parental Leave</li> <li>Home office stipend based on country of residency</li> <li>Professional development courses in Cloudbeds University&nbsp;</li> <li>Access to professional development, including manager training, upskilling and knowledge transfer&nbsp;</li> </ul> <h4><span style="color: rgb(38, 28, 10);"><strong>Everyone is Welcome - A Culture of Inclusion&nbsp;&nbsp;</strong></span></h4> <p><em>Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.</em></p> <p><em>Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at <span style="color: rgb(255, 193, 7);"><a style="color: rgb(255, 193, 7);" href="mailto:[email protected]">[email protected]</a>.</span> Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.</em></p> <p><em>To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.<br><br>#LI-REMOTE<br></em></p></div>