North America Onboarding Lead - Mid-Market (Remote)

Cloudbeds; Orlando (FL); A distancia; USD 100.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first work culture

Home office stipend

Flexible PTO

Descripción de la vacante

Cloudbeds seeks an experienced Mid-Market Onboarding Lead for North America to own onboarding for independent hotels, resorts, and multi-property groups moving to Cloudbeds. You will lead the regional team of Onboarding Project Managers and Mid-Market Coaches, guiding engagements from signed contract through go-live and handoff to Account Management.

This role blends leadership with hands-on delivery, overseeing key accounts while driving consultative best practices, process improvements, and

Formación

• 5+ years in hotel operations or hospitality technology.
• 2+ years directly managing customer-facing onboarding/implementation teams.
• Hands-on experience leading multi-property PMS implementations from kickoff to go-live.
• Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management, payments, reporting.
• Consultative, hospitality-first communication with executives and frontline staff.
• Project-management discipline: scope, milestones, risks, stakeholder comms.
• Experience using Salesforce or similar CRM for program management.

Responsabilidades

• Lead, coach, and develop the North America onboarding team, including members in LATAM serving NA customers, with clear expectations and growth paths.
• Oversee a portfolio of strategic North American accounts through go-live and handoff.
• Own region account intake and assignment, matching accounts to OPMs or coaches by complexity and capacity.
• Serve as escalation point for at-risk onboardings and coordinate with Professional Services or partners as needed.
• Ramp new hires via regional training and shadowing; shape hiring profiles as the team grows.
• Track regional performance on time-to-live, deployment quality, onboarding CSAT, Hypercare, and early retention using dashboards.

Conocimientos

Leadership

Onboarding

Project management

Communication

Remote team leadership

Data-driven decisions

Hotel operations knowledge

Cross-functional collaboration

Educación

PMP certification

Herramientas

Salesforce

Oracle Opera

Descripción del empleo

Cloudbeds seeks an experienced Mid-Market Onboarding Lead for North America to own onboarding for independent hotels, resorts, and multi-property groups moving to Cloudbeds. You will lead the regional team of Onboarding Project Managers and Mid-Market Coaches, guiding engagements from signed contract through go-live and handoff to Account Management.

This role blends leadership with hands-on delivery, overseeing key accounts while driving consultative best practices, process improvements, and