Mid-Market Onboarding Lead

📋 Description

• Lead, coach, and develop the North America team of Onboarding Project Managers and Mid-Market
• Raise the bar on customer-facing quality: run call reviews and kickoff prep, and coach the team on
• Personally oversee a small portfolio of strategic North American key accounts and multi-property
• Own account intake and assignment for the region: review key-account and exception requests, match
• Act as the first escalation point for at-risk North American onboardings. Diagnose what went wrong
• Ramp new hires quickly: run regional training and shadowing, certify readiness before new team

🎯 Requirements

• 5+ years in hotel operations or hospitality technology (a hotel, hotel group or management company
• 2+ years directly managing customer-facing team members in onboarding, implementation, professional
• Hands-on experience leading multi-property or 40+ room full-service hotel PMS implementations, from
• Strong understanding of North American hotel operations: front office, reservations, distribution
• A consultative, hospitality-first communication style with executives and front-line staff alike.
• Project-management discipline: scope, milestones, risks, and stakeholder communication across many

🎁 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