Customer Onboarding Specialist deploying MEDFAR’s cloud EMR for Ontario clinics. Training staff, managing implementations, and improving digital healthcare processes.
About the role
- Mid-Market Onboarding Lead guiding Cloudbeds’ North American hotel customers from contract through go-live. Leading onboarding teams and improving implementation quality, retention, and customer satisfaction.
Responsibilities
- Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market Coaches
- Run call reviews and kickoff preparation and coach customer-facing quality
- Oversee strategic North American key accounts and multi-property groups through go-live and handoff
- Own regional account intake and assignment based on complexity and capacity
- Act as the first escalation point for at-risk North American onboardings
- Ramp new hires through regional training, shadowing, and readiness certification
- Track and improve time-to-live, deployment quality, onboarding CSAT, Hypercare outcomes, and early retention
- Partner with Sales, Account Management, Hypercare, Support, Professional Services, Product, and third-party consultants
- Help customers redesign workflows, reporting, and SOPs when switching from other PMS platforms
- Handle team questions, case investigations, and call coverage
- Use AI and automation to reduce administrative work
Requirements
- 5+ years in hotel operations or hospitality technology; experience limited to OTAs, GDS, or travel distribution does not meet this requirement
- 2+ years directly managing customer-facing team members in onboarding, implementation, professional services, or customer success, including hiring, coaching, and performance management
- Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations, from kickoff through go-live
- Strong understanding of North American hotel operations: front office, reservations, distribution, revenue management, payments, and reporting
- Consultative, hospitality-first communication style with executives and front-line staff
- Project-management discipline: scope, milestones, risks, and stakeholder communication across many concurrent projects
- Comfortable with dashboards and Salesforce or a similar CRM; willing to adopt AI tools
- Calm, organized, and decisive in a fast-growing, remote-first environment
- Currently authorized to work in the location where the position is located without requiring visa sponsorship
- Optional: experience with Oracle Opera; Spanish fluency; PMP or similar project-management certification; experience with hotel management companies, hotel consultants, or reseller partners; familiarity with revenue management systems, guest experience tools, or hospitality payments
Benefits
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling, and knowledge transfer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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