Global Director of Mid‑Market Onboarding

Cloudbeds; Coimbra; Presencial; EUR 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote First

PTO

Wellness Fridays

Parental Leave

Home Office Stipend

Professional Development

Manager Training

Resumo da oferta

Cloudbeds is seeking a Global Director, Mid-Market Onboarding to scale the onboarding function for the fastest-growing customer segment. You will lead the team from contract through go-live, adoption, and transition to Account Management, building frameworks, standards, metrics, and capabilities that make the onboarding experience world-class and repeatable at scale.

You’ll inherit a team of dedicated individuals and leads who have been experimenting with new ways to support these customers and

Qualificações

• 7+ years in hospitality or hospitality technology with hands-on onboarding or implementation experience.
• Proven track record building onboarding functions and frameworks.
• Strong leadership, hiring, coaching and developing distributed teams.
• Expertise in project management for complex multi-stakeholder deployments.
• Deep understanding of hotel operations and multi-property hospitality customers.
• Ability to balance strategy with hands-on execution and data-driven insights.

Responsabilidades

• Lead, coach, and develop the Mid‑Market Onboarding team — setting clear expectations, performance standards, growth paths, and a culture of accountability and continuous improvement.
• Own end‑to‑end onboarding outcomes for mid‑market customers from sales handoff through go‑live, adoption, and transition to Account Management.
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi‑property deployments.
• Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-life-cycle retention.
• Own capacity and staffing planning for the division — forecasting demand and balancing workload.
• Serve as a senior escalation point for complex deployments and partner with Account Management on handoffs.
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management.

Conhecimentos

Onboarding leadership

Team leadership

Project management

Data-driven decisions

Hospitality tech experience

Customer experience focus

Descrição da oferta de emprego

Cloudbeds is seeking a Global Director, Mid-Market Onboarding to scale the onboarding function for the fastest-growing customer segment. You will lead the team from contract through go-live, adoption, and transition to Account Management, building frameworks, standards, metrics, and capabilities that make the onboarding experience world-class and repeatable at scale.

You’ll inherit a team of dedicated individuals and leads who have been experimenting with new ways to support these customers and