Director of Onboarding and Client Experience

hace 1 mes

Ciudad de México, Ciudad de México Third-Party Job Posts A tiempo completo
Director of Onboarding

Cloudbeds is a leading platform redefining the concept of Property Management Systems (PMS) for the hospitality industry. We serve tens of thousands of properties in over 150 countries worldwide. Our award-winning platform brings together built-in and integrated solutions that modernize hotel operations, distribution, guest experience, and data & analytics.

As a Director of Onboarding, you will play a pivotal role in shaping the first impression our clients have with our technology solutions. We are seeking an operational force of nature eager for responsibility for executing and iteratively improving comprehensive onboarding strategies, ensuring seamless implementations and ecstatic customers.

Key Responsibilities:
  • Develop and implement strategic onboarding programs that align with our clients' needs and business objectives.
  • Lead, mentor, and empower a team of Onboarding leaders, fostering a culture of excellence, collaboration, and continuous improvement within the onboarding department.
  • Build strong relationships with key client stakeholders, collaborating closely with Sales, Customer Success, and Product teams to ensure a cohesive and positive client experience.
  • Evaluate existing onboarding processes and identify opportunities for improvement, implementing best practices, automation, and tools to enhance efficiency and effectiveness in client onboarding.
  • Oversee key performance indicators and work with leaders to identify areas of opportunities for continuous growth and improvement.
Requirements:
  • 3+ years of experience with onboarding or implementing customers, including managing multiple onboarding experiences based on unique customer segments.
  • 5+ years of SAAS experience required.
  • 3+ years of managing an Implementation team, with a demonstrated track record of workflow improvements and out-of-the-box thinking.
  • Excellent communication and interpersonal skills, with the ability to develop high-performing teams and build rapport with clients and internal stakeholders.
  • An operational force of nature with a proven ability to execute onboarding initiatives and keep them aligned with business goals.
  • Analytical skills to assess data and client feedback, driving data-driven decision-making for process improvement.
  • Customer-focused attitude and dedication to delivering outstanding service to clients.
  • Bachelor's or Master's degree.

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

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