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Marketing Operations Specialist
As an Onboarding Coach at Cloudbeds, you will support customers and internal teams with general billing questions. You'll be responsible for onboarding clients using the Cloudbeds platform through video conferencing, phone calls, and emails. Your role involves assisting customers daily, working closely with Sales to ensure customer success and renewal, resolving complaints, troubleshooting issues, attending training sessions, acting as a trusted advisor, building client relationships, understanding business drivers, gathering feedback for future releases, and communicating effectively across departments. You'll need strong communication skills, project management experience, tech-savviness, and fluency in English. This is an entry-level remote position requiring 1+ years of hospitality experience.
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 Coaches.
As an Onboarding Coach you will support customers and internal teams in terms of all general billing questions. As an Onboarding Coach, you will make our company motto of “more reservations, happier guests” a reality by providing outstanding support to our customers around the world.
*PLEASE SUBMIT YOUR APPLICATION AND CV IN ENGLISH*
Location: Remote
Time zone: APAC Shift: 8am to 6pm Manila time; EU Shift: 2PM to 12AM
What You Will Do:
Responsible for onboarding, training and the overall success of your assigned clients using the Cloudbeds platform through video conferencing, phone calls and emails.
Assist and support our existing customers (hotel properties) daily in the use of our software.
Partner and work closely with Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite.
Resolve customer complaints/questions via phone, email, ticket, chat, or any other media that Cloudbeds uses to help customers.
Troubleshoot and make outbound calls for escalated issues and onboarding calls
Attend online training sessions to keep your product knowledge up-to-date
Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products.
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.
Key Competencies Include:
Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design) as well as externally to customers.
Project Management and Collaboration: Highly organized, proactive, self-starter, and team player that will embrace ownership of their assigned accounts.
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 have direct conversations with customers from all over the world
Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.
You’ll Succeed With:
1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles
Communication skills and a positive attitude
Fluent English
Problem-solving skills and project management experience
Compatible graduation course (completed)
Tech-Savy with computers and systems
Excellent internet/wifi connection
Note: This is an entry-level position
Note: This is a remote position that can be done from home
Nice to Have:
Note: This is a remote position that can be done from home
French, Spanish, Portuguese, and/or Italian fluency
College Degree
Experience with a remote position
Experience in Sales, Customer Support, or Implementation/Onboarding for a software company
