Onboarding Project Manager

Imagine being at the forefront of hospitality innovation, helping businesses around the globe unlock their full potential. At Cloudbeds, we're not just building software; we're crafting experiences that redefine how hotels operate and thrive. As an Onboarding Project Manager, you'll be the linchpin in this transformation, guiding our newest mid-market customers through a seamless journey from initial contact to full platform mastery. If you're a strategic thinker with a knack for fostering success and love working with a dynamic, fully remote team spread across the world, then this is your opportunity to truly make an impact.

Overview

Cloudbeds is revolutionizing the hospitality industry with an intelligently designed platform that empowers properties in over 150 countries. We process billions in bookings annually, helping everything from independent properties to large hotel groups optimize operations and elevate their commercial strategy through a unified platform integrated with hundreds of partners. As a global leader and a repeat recipient of Deloitte's Technology Fast 500, we're always pushing boundaries. We're proud to be a fully remote company, welcoming talent from anywhere in the world, and we're searching for an exceptional Onboarding Project Manager to join our vibrant team.

In this pivotal role, you will lead complex onboarding projects for our mid-market customers. Your expertise will guide them from the moment of contract signature through full adoption of our platform and a smooth transition to our Account Management team. You'll be the strategic lead throughout their onboarding journey, ensuring their success and satisfaction.

Key Responsibilities

Strategically manage customer onboarding: Direct the entire onboarding lifecycle for Cloudbeds' mid-market customers, from initial contract to successful platform adoption and handover to Account Management.
Act as a primary strategic lead: Be the central point of contact and trusted advisor for customers throughout their onboarding experience, setting clear expectations and driving progress.
Orchestrate cross-functional collaboration: Work seamlessly with various internal teams including Onboarding specialists, Account Management, Sales, Product, and Support to ensure a cohesive and efficient customer journey.
Develop and execute project plans: Create detailed project schedules, identify key milestones, and manage resources effectively to ensure projects are delivered on time and within scope.
Proactively identify and mitigate risks: Foresee potential challenges in the onboarding process and develop strategies to address them, ensuring a smooth experience for customers.
Facilitate effective communication: Maintain transparent and consistent communication with customers and internal stakeholders, providing regular updates on project status and progress.
Ensure successful platform adoption: Guide customers through the complexities of our platform, ensuring they understand and can leverage its full potential to meet their business goals.
Contribute to process improvement: Continuously evaluate and refine onboarding processes and best practices to enhance efficiency and customer satisfaction.

Requirements

Proven experience in project management, ideally within a SaaS or technology environment, focusing on customer onboarding or implementation.
Demonstrable success leading complex projects for mid-market or enterprise clients.
Strong understanding of project management methodologies and tools.
Exceptional communication and interpersonal skills, capable of building rapport and trust with diverse stakeholders.
Ability to manage multiple projects concurrently, prioritizing effectively in a fast-paced setting.
A strategic mindset, with a knack for problem-solving and proactive risk management.
Comfort working independently and collaboratively in a fully remote, global team setting.
Fluency in English is essential; additional language skills are a plus.
Experience in the hospitality industry or with PMS/hotel software is highly advantageous.

What You'll Gain

Meaningful Impact: Play a crucial role in the success of hoteliers worldwide, directly influencing their journey with our award-winning platform.
Global Collaboration: Work alongside a diverse, talented team across multiple time zones, learning from varied perspectives and experiences.
Professional Growth: Cloudbeds is a rapidly growing company, offering ample opportunities for career development, continuous learning, and advancement.
Remote Flexibility: Enjoy the freedom and work/life balance that comes with being part of a truly global, fully remote organization.
Innovative Environment: Contribute to building AI-powered solutions and be part of a company recognized as a leader in hospitality technology.
Competitive Compensation: We offer a comprehensive package that reflects your expertise and contributions.