Onboarding Coach - APAC (Asia & Pacific)
Job details
Our team of hospitality expertsis here to help you. Cloudbeds University gives you unlimited access to the tools and resources you need to run a successful business. Join Cloudbeds ambassador partner program for access to exclusive benefits and resources Meet our Cloudbeds employees at virtual and physical events across the globe. 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.
- Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform thru video conferencing, phone calls and emails
- Follow up with new accounts and assist with the 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 Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite.
- Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers.
- Answer product and service questions via our email ticketing system
- 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
- Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products.
- 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
- 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles, and/or Online Travel Agency or Hospitality technology experience
- Helpful to have experience with Zendesk, Salesforce, hospitality technology such as property management systems.
- Experience in hospitality/tourism
- Communication skills and a positive attitude
- Required - Thai language skills
- Problem-solving skills and emotional management
- More than 2 years of proven experience in the area
- Skill with computers and systems
Company Awards to Check Out!
- Best Places to Work | HotelTechReport (2018-2023)
- Best PMS | HotelTechReport (2021-2023)
- Fastest Growing Companies | Inc. 5000 (2022)
- Best Startup Employers | Forbes (2022)
- Best Remote Companies to Work | BuiltIn (2022)
- How many Addresses does your business have?
- Room Count
- Bed Count
- Full Name
- First name
- Last name
- Phone
- Postal Code
- Country
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