Onboarding Coach

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system. Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges. From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we: - Hire the best people around the world; - Emphasize the value of results over hours put in; - Provide flexibility in working hours and locations; - Foster an inclusive environment that celebrates bold thinking and diverse perspectives; - Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development. 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 **Whistle Onboarding Coach**. As an **Whistle Onboarding Coach** **you will support customers and internal teams in terms of all Whistle related questions. As an **Whistle 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 - LATAM **Required Shift**: Anytime between 1PM to 10PM UTC Timezone **What You Will Do**: - Follow up with new accounts and assist with the Whistle onboarding process. - Assist and support our existing customers (hotel properties) daily in the use of our software in English and other languages. - Partner and work closely with internal teams to define and achieve customers' success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite. - Troubleshoot and make outbound calls for escalated issues and onboarding calls. - Use training materials to keep up-to-date with the latest system updates. - Attend company-wide online training sessions. - Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions. - 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. - Enter critical support and activity notes in Salesforce. - Help create and/or translate new tutorials as needed by contributing content to the database of support articles. **Key Competencies Include**: - Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to customers and key stakeholders. - Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design). - Project Management and Collaboration: Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you. - 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 lead to multiple personality types and stakeholders through onboarding. - Communication and Emotional Intelligence: 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 - Experience in hospitality/tourism - Communication skills and a positive attitude - Must be fluent in English and Spanish. Portuguese is a differential and a plus - Problem-solving skills and emotional management - Compatible graduation course (completed) - More than 2 years of proven experience in the area - Skill with computers and systems - Guest Experience SaaS Platforms - nice to have - Twilio Console Experience (Programable Messaging) - nice to have - Excellent interne