Customer Success Implementation Lead

  • Customer Service
  • Full time
  • 3 years ago

Job Information

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    Job Schedule Flexible Hours
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    No. of Openings 1 opening
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    Job Experience 1 year
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    Location Restrictions Work from anywhere

Job Description

Cloudbeds is a travel industry startup that works to make the world a more welcome place. We make advanced cloud-based hospitality software for hotels, hostels, vacation rentals and groups that manage reservations and guests, distribute room availability, sell inventory, and collect payments. Our hundreds of team members are distributed across over 30 countries and, altogether, we speak 20+ languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe. We’re looking for people who want to disrupt the travel industry and love to travel as much as we do.

We are looking for someone who has the enthusiasm, drive, and ability to manage a team of implementation coaches. This person will be a versatile leader and a valued contributor held to the highest standards of client and employee success. As an Implementation Lead, you will work together with multiple departments to promote effective communication, collaboration, and accountability.

Our aim is to create a best-in-class customer implementation experience for our customers. The Implementation Lead will oversee all team members and provide leadership and support for high-quality implementation, evaluation, and assessment within the company. Daily tasks include project management, system implementation, team management, and working hand-in-hand with other teams to ensure effective implementation.

Location: US, LATAM & APAC (Remote)

What You Will Do:

  • Train, mentor, motivate, and empower a world-class team of Implementation Coaches
  • Own preparation, execution, and follow-up for monthly 1-on-1s and biannual reviews in a performance management capacity
  • Work to establish regular meeting schedules and check-ins with Implementation team members
  • Identify, communicate, and facilitate learning and career-growth opportunities for each member of your team
  • Serve as a confident, knowledgeable, and patient escalation point for inquiries from the client and third-party stakeholders including key decision-makers and senior leadership
  • Design, implement and track quantitative and qualitative metrics to measure the success of projects, people, and processes
  • Strategize with cross-departmental teams to improve our client on-boarding experience, shorten delivery time frames, and develop repeatable, scalable processes
  • Drive and implement best practices around customer outreach for reviews
  • Provide leadership in hospitality training and thought leadership within the Implementation team
  • Understand each customer strategic goals and make recommendations based on Cloudbeds products and best practices
  • Collaborate with internal teams to drive alignment, understand customer perceptions, and partner together to exceed customer expectations
  • Analyze data independently to discover insights to improve the customer experience

You’ll Succeed With:

  • Required at least 1 year of leadership experience with a hospitality property or hospitality software company
  • Experience with multiple areas of a hotel or similar property type (Frontdesk Manager, Revenue Manager, Concierge, etc…)
  • Ability to manage people and projects effectively in an Agile system and matrix reporting environment
  • Ability to mentor Implementation team members and oversee comprehensive learning and development plans for the team
  • Exceptional organizational and interpersonal skills with demonstrated ability to resolve competing priorities under pressure
  • Ability to clearly, concisely, and confidently communicate information in written and verbal contexts
  • Demonstrated ability to create and maintain relationships with people on all levels of the organization (internally and externally)
  • You take pride in being a top performer and a subject matter expert.
  • Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
  • Ability to quickly grasp and distinctly explain technological and business concepts

Our company culture supports flexible working schedules with an unlimited PTO policy and the opportunity to travel and work remotely with great people. To make it easy for our team to travel we offer 2 corporate apartment accommodations near our San Diego and Sao Paulo offices. At Cloudbeds we are dedicated to your personal and professional development. You will have access to over 10,000 courses within LinkedIn Learning when you join our team for your unique individual growth! If you think you have the skills and passion, we’ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out!

Inc. Best Places to Work (2017 & 2018)

Inc. 500 Fastest Growing Companies (2018)

Connect MIP Award (Technology)

Best Places to Work | Inc Magazine (2017 & 2018)

Best Places to Work | HotelTechReport (2018 & 2019)

Start-Ups to Watch in 2018 | Forbes

Computer skills
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