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AUS-Perth Onboarding Coach Lead - Remote Job at PayPal
Cloudbeds is the fastest growing hospitality management suite in the world, providing tools to manage independent properties of any type and size. We make award-winning cloud-based hospitality software that?s trusted by more than 20,000 hotels, hostels, inns, and alternative accommodations in over 157 countries. Our 400+ team members are distributed across over 40 countries and altogether we speak 40+ languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe. We?re looking for people who want to disrupt the travel industry and love to travel as much as we do.
We are looking for someone who has the enthusiasm, drive, and ability to manage a team of implementation 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 Coach Lead you will work together with multiple departments to promote effective communication, collaboration, and accountability.
Our aim is to create a best-in-class customer onboarding experience for our customers. The Onboarding Coach Lead will oversee all team members and provide leadership and support towards high-quality onboarding, evaluation, and assessment within the company. Daily tasks include project management, system onboarding, team management, and working hand-in-hand with other teams to ensure effective implementation.
Location: APAC and Oceania (Remote)
Working shift: 2:00 AM - 11:00 AM UTC
What You Will Do:
+ Monitor a segment of Cloudbeds customers with associated retention goals
+ Analyze customer data to improve customer utilization
+ Manage customer escalations related to the strategic use of Cloudbeds software
+ Seek to promote the value of the product and upsell services and products
+ Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
+ Train, mentor, motivate, and empower a world-class team of Onboarding Coaches
+ Own preparation, execution, and follow-up for monthly 1-on-1s and biannual reviews in a performance management capacity
+ Work to establish regular meeting schedules and check-ins with Onboarding team members
+ Identify, communicate, and facilitate learning and career-growth opportunities for each member of your team
+ Serve as a confident, knowledgeable, and patient escalation point for inquiries from the client and third-party stakeholders including key decision-makers and senior leadership
+ Design, implement and track quantitative and qualitative metrics to measure the success of projects, people, and processes
+ Strategize with cross-departmental teams to improve our client onboarding experience, shorten delivery time frames, and develop repeatable, scalable processes
+ Drive and implement best practices around customer outreach for reviews
+ Provide leadership in hospitality training and thought leadership within the Onboarding team
+ Understand each customer strategic goals 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
+ Analyze data independently to discover insights to improve the customer experience
You?ll Succeed With:
+ Required at least 1 year of leadership experience with a hospitality property or hospitality software company
+ Experience with multiple areas of a hotel or similar property type (Frontdesk Manager, Revenue Manager, Concierge, etc?)
+ Ability to manage people and projects effectively in an agile system and matrix reporting environment
+ Ability to mentor team members and oversee comprehensive learning and development plans for the team
+ Exceptional organizational and interpersonal skills with demonstrated ability to resolve competing priorities under pressure
+ Ability to clearly, concisely, and confidently communicate information in written and verbal contexts
+ Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally)
+ You take pride in being a top performer and a subject matter expert.
+ Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
+ Ability to quickly grasp and distinctly explain technological and business concepts
+ Note: This is a remote position that can be done from home
Our company culture supports flexible working schedules with an open PTO policy and the opportunity to travel and work remotely with great people. To make it easy for our team to travel we offer 2 corporate apartment accommodations near our San Diego and Sao Paulo offices. At Cloudbeds we are dedicated to your personal and professional development. You will have access to over 10,000 courses within LinkedIn Learning when you join our team for your unique individual growth! If you think you have the skills and passion, we?ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!
Company Awards to Check Out!
Fastest Growing Companies | Inc. 500 (2018 & 2019)
Best Places to Work | Inc Magazine (2017 & 2018)
Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)
Start-Ups to Watch | Forbes (2018)
Best Startup Employers | Forbes (2020)
Technology Fast 500 | Deloitte (2020)
Top 100 North America | Red Herring (2020) More information on this Job
ID: 18580109 - Save Job
: IT Jobs
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