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 industry's biggest challenges.
From the beginning, we've 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 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 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 onboarding's 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 ensu