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Company | Cloudbeds |
Address | Florida, United States |
Employment type | FULL_TIME |
Salary | |
Category | Hospitality |
Expires | 2023-09-27 |
Posted at | 8 months ago |
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.
- 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.
- Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers.
- Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform thru video conferencing, phone calls and emails
- Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives.
- Enter critical support and activity notes in salesforce
- Gather client feedback and requirements for future releases of the software.
- Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions.
- Answer product and service questions via our email ticketing system
- Assist and support our existing customers (hotel properties) daily in the use of our software in English and other languages.
- Attend company-wide online training sessions
- Partner and work closely with Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite.
- Use training materials to keep up-to-date with the latest system updates
- Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products.
- Follow up with new accounts and assist with the onboarding process
- Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software.
- Help create and/or translate new tutorials as needed by contributing content to the database of support articles
- Troubleshoot and make outbound calls for escalated issues and onboarding calls
- Ability to manage multiple projects/customer accounts with varying processes at once.
- Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
- Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to customers and key stakeholders.
- Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.
- Project Management and Collaboration: Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
- Able to lead to multiple personality types and stakeholders through onboarding.
- Can proactively and positively empower the client to work as independently as possible.
- Fluent English
- Problem-solving skills and emotional management
- More than 2 years of proven experience in the area
- Communication skills and a positive attitude
- 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles
- Compatible graduation course (completed)
- Note: This is a remote position that can be done from home
- Fluent in Portuguese or Spanish is a differential and a plus
- Experience in hospitality/tourism
- Note: This is an entry-level position
- Skill with computers and systems
- Excellent internet/wifi connection
- Depending on your skills and experience, you can expect your annual compensation to be between $47,000 to $50,000
- Fastest Growing Companies | Inc. 500 (2018 & 2019)
- Best Places to Work | Inc Magazine (2017 & 2018)
- Best Property Management System | HotelTechReport (2021, 2022)
- Start-Ups to Watch | Forbes (2018)
- Technology Fast 500 | Deloitte (2019, 2020, 2021)
- Best Startup Employers | Forbes (2020, 2022)
- Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)
- Top 100 North America | Red Herring (2020)
- Best Hotel Management Software | HotelTechReport (2022)
- Connect MIP Award (Technology)
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