Onboarding Coach - Guest Experience

Morocco

Décryptage du poste par Postule AI

Résumé du rôle

Cloudbeds seeks an Onboarding Coach for their Guest Experience team to empower hotel clients in adopting their AI-powered hotel management platform. This remote role (based in Morocco) combines hospitality expertise with SaaS customer support, requiring 3+ years of hotel operations or customer-facing tech experience. You'll train clients, manage onboarding journeys, partner with internal teams, and build lasting customer relationships while maintaining deep product knowledge of Revenue Management technologies.

Exigences clés (estimation)

Train clients on Cloudbeds platform functionality and ensure confidence in using the system for their hospitality operations
Manage full customer onboarding journey via video, phone, and email for Guest Experience and Marketing modules
Partner with Sales and Product to transform customer feedback into operational improvements and demonstrate platform ROI
Develop and maintain deep expertise in Cloudbeds products, integrations, and Revenue Management technologies
Maintain accurate customer records in Salesforce, gather feedback, and share insights to drive product improvements
Build strong customer relationships to ensure platform adoption, long-term loyalty, and customer retention

Compétences

Revenue Management expertise (RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy)Ability to translate complex AI concepts into practical business terms for non-technical audiencesExceptional communication with empathy and customer-focused approachProject and account management with ability to handle multiple clients simultaneouslySalesforce and CRM/Email Marketing platform proficiencyProfessional fluency in French and EnglishCustomer feedback synthesis and cross-departmental collaboration

Niveau estimé

This role requires 3+ years of relevant experience, either in 5-star hospitality operations (Front Desk or Revenue Manager roles) or in SaaS customer-facing positions. This positions it at the mid-level (exp_3_5), requiring established expertise in either hospitality or customer support but not necessarily senior leadership experience.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: full-time
Mode de travail: Télétravail
Niveau d'expérience: 3–5 ans
Fonction: Service client / SAV
Secteur: Informatique / IT
Langues: Anglais, Français

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About the Role

As an Onboarding Coach at Cloudbeds, you will empower clients to transform their hotel properties through our AI-powered platform. You will drive the shift from pure training to strategic business partnership, leveraging your hospitality operations expertise to help hoteliers design efficient processes and deliver exceptional guest experiences.

Key Responsibilities

Train clients on the Cloudbeds platform, ensuring confidence and competency in using the system to power their hospitality business
Manage the full customer onboarding journey for Guest Experience and Marketing via video, phone, and email support
Partner with Sales and Product teams to transform customer feedback into systemic operational improvements and demonstrate platform ROI
Develop deep product expertise in Cloudbeds' offerings, integrations, and Revenue Management technologies to guide client adoption
Maintain accurate customer records in Salesforce, gather actionable feedback, and share insights to fuel continuous product improvement
Build lasting customer relationships that guarantee platform adoption, long-term loyalty, and robust retention

What You Bring

Over 3 years of 5-star hospitality experience in Front Desk or Revenue Manager roles, or 3+ years of SaaS customer-facing experience
Deep expertise in Revenue Management principles and technology (RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy)
Proven ability to translate complex AI-driven concepts into clear, practical business terms for clients
Exceptional communication skills with empathy and relentless customer focus
Strong organizational and project management skills to handle multiple accounts simultaneously
Ability to synthesize customer feedback and share insights across Sales, Product, and Marketing departments
Professional fluency in both French and English (required)
Familiarity with CRM and Email Marketing platforms (preferred)

Why Join Cloudbeds

Remote-first culture with a global team of 650+ employees across 40+ countries
Monthly Wellness Fridays for extra-long weekends
Fully paid parental leave and home office stipend
Professional development through Cloudbeds University and manager training
Work on AI-powered solutions transforming a trillion-dollar hospitality industry
Award-winning workplace: Deloitte Technology Fast 500 (2024), Most Loved Workplace® Certified (2024)

Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .