Onboarding Manager

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industrys biggest challenges.

From the beginning, weve believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:

• Hire the best people around the world;
• Emphasize the value of results over hours put in;
• Provide flexibility in working hours and locations;
• Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
• Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

Together were on a mission to power every property in the world and to do that, we need to find the best talent in the world. Thats why were on the search for a superstar Onboarding Manager.

We are looking for someone who has the enthusiasm, drive, and ability to manage a team of Onboarding Leads and Onboarding Coaches. This person will be a versatile leader and a valued contributor, held to the highest standards of client and employee success. As an Onboarding Manager you will work together with multiple departments to promote effective communication, collaboration and accountability.

Working with our Customer Success team, as an Onboarding Manager, you will manage the Regional Onboarding Services at Cloudbeds. You will administer the everyday workflow of all onboarding processes and provide support to onboarding teams and other internal departments. Develop and improve processes and tools for the customer onboarding lifecycle and identify opportunities and provide an efficient relationship with all internal departments such as Sales, Support, Product etc. Maintain all project plans and ensure compliance with the timeframe and collaborate with stakeholders for all onboarding processes. Also, identifying health metrics that are critical for an onboardings overall success.

Our aim is to create a best-in-class customer onboarding experience for our customers. The Onboarding Manager will oversee the Onboarding Leads & Coaches in the respective region and provide leadership and support towards high quality onboarding, evaluation, and assessment within the company. Daily tasks include project management, team management, and working hand-in-hand with other teams to ensure effective collaboration.

Location: EMEA or APAC - Remote

Working shift: Start time: 07:00 - 09:00 UTC End time: 16:00 - 18:00 UTC

What You Will Do:

• Oversee and support the efforts of all onboarding projects while ensuring that onboardings are completed on time, within budget, and meet client expectations.
• Manage, lead and develop Onboarding Leads.
• Coordinate with Onboarding leadership team to execute appropriate changes to onboarding services and evaluate ongoing success.
• Influence cross-functional teams and workflows to improve customer loyalty and retention throughout onboarding to go-live.
• Develop and implement business solutions or operational processes and ensure successful change management within the Onboarding department.
• Drive and implement best practices around system setup and product utilization.
• Develop customer journey for onboarding, identify opportunities for continuous improvement, track industry best practices
• Manage onboarding activities, onboarding, and training for our current onboarding team
• Develop and implement strategies to increase customer system utilization and reduce churn
• Grow and lead a growing onboarding team along with influencing the current team to scale, managing professional growth through strong mentorship, coaching, and recruiting new team members
• Provide leadership in hospitality training and thought leadership within the onboarding team
• Understand the strategic goals of unique customer segments and make recommendations based on Cloudbeds products and best practices
• Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations
• Work closely with Product and Sales teams to track optimization requests, best practices/technical recommendations and ensure account issues are resolved quickly
• Analyze data independently to discover insights to improve the onboarding experience
• Attract high potential individual contributors with similar skills to the team to ensure the success of future customers and fuel customer growth

Youll Succeed With:

• Required: 3 years+ experience with multiple areas of a hotel or similar property type (Frontdesk Manager, Revenue Manager, Concierge, etc…)
• Required: 2-3 years Onboarding/Implementation team at a Saas company
• Highly preferred : 3-5 years of leadership experience with a hospitality property or hospitality software company
• Team leadership experience, and the ability to monitor trends and use data to drive decision-making and team strategy
• You take pride in being a top performer and a subject matter expert.
• Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
• Ability to quickly grasp and distinctly explain technological and business concepts
• Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally)
• Strong analytical skills, comfortable working with disparate raw data to drive insights and action plans

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, well give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

• Best Places to Work | HotelTechReport (2018-2023)
• Best PMS | HotelTechReport (2021-2023)
• Technology Fast 500 | Deloitte (2023)
• Fastest Growing Companies | Inc. 5000 (2022)
• Best Startup Employers | Forbes (2022)
• Best Remote Companies to Work | BuiltIn (2022)

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.

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 accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

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