Onboarding Coach

Cloudbeds is the hospitality industry's fastest-growing technology provider for hotels, hostels, vacation rentals, and hotel groups. Our award-winning Cloudbeds Hospitality Platform is currently helping a growing clientele of 22,000+ properties in 157 countries to increase revenue, streamline operations, and deliver memorable guest experiences.

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 industry’s biggest challenges.

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

- Hire the best people wherever they're located;
- 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 we're on a mission to power every property in the world and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar **Onboarding Coach.**

We’re looking for an Onboarding Coach who wants to disrupt the travel industry and love to travel as much as we do. As an **Onboarding Coach**, you will make our company motto of “more reservations, happier guests” a reality by providing outstanding hospitality support and onboarding to our customers around the world.

**Location**:Remote - Anywhere in Thailand

**Working shift**:Anytime between 23:00 - 12:00 UTC

**What You Will Do**:

- Follow up with new accounts and assist with the onboarding process
- Assist and support our existing customers (hotel properties) daily in the use of our software in English and other Languages >> Thai
- Partner and work closely with our Sales team to define and achieve customers’ success criteria, demonstrate ROI, and help ensure customer renewal with Cloudbeds product suite.
- Troubleshoot and make outbound calls for escalated issues and onboarding calls
- Use training materials to keep up-to-date with the latest system updates
- Attend company-wide online training sessions
- Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions.
- Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software.
- Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives.
- Gather client feedback and requirements for future releases of the software.
- Enter critical support and activity notes in Salesforce
- Help create and/or translate new tutorials as needed by contributing content to the database of support articles

**Key Competencies Include**:

- Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to customers and key stakeholders.
- Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) _internally_ to multiple departments (Sales, Support, Product, Marketing, Design).
- Project Management and Collaboration: Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
- Ability to manage multiple projects/customer accounts with varying processes at once.
- Can proactively and positively empower the client to work as independently as possible.
- Able to lead multiple personality types and stakeholders through onboarding.
- Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.

**You’ll Succeed With**:

- 1+ year of hospitality experience in hotels, hostels, BNBs or similar working in Front Desk, Night Auditor, Revenue Manager, General Manager roles
- 2+ years of total relevant experience
- Excellent communication skills and a contagious positive attitude
- Fluent English & Thai
- Problem-solving skills and emotional maturity
- Exceptional skills with computers and systems
- Excellent internet/wifi connection for your home office

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, we’ll 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 y