Onboarding Coach - Guest Experience
RemoteMorocco
Job Summary
Train clients on the Cloudbeds platform to empower them with confidence in using the system for their hospitality business. Manage the full customer journey via ongoing support through video, phone, and email while standardizing repeatable processes and personalizing meaningful interactions. Partner with Sales and Product to transform onboarding feedback into systemic operational improvements, establish clear success metrics, and demonstrate ROI to drive robust customer retention. Contribute to training materials, capture insights, and maintain accurate Salesforce records to fuel continuous product improvement. Maintain full client context throughout the onboarding journey to ensure knowledge is captured, searchable, and reusable for future customers.
Required Qualifications
- 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
- Deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy)
- Proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients
- Exceptional communication with empathy and a relentless customer-focused approach
- Professional fluency in French
- Professional fluency in English
Desired Qualifications
- Familiarity with CRM/Email Marketing platforms
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