Director of Implementation (Remote)

Cloudbeds is the leading platform redefining the concept of PMS for the hospitality industry, serving tens of thousands of properties in more than 150 countries worldwide. Built from the ground up to be masterfully unified and scalable, the award-winning Cloudbeds Platform brings together built-in and integrated solutions that modernize hotel operations, distribution, guest experience, and data & analytics. 

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. We are engineers and designers, hotel managers and travel agents, and experts on everything from big data to e-commerce to compliance. The Cloudbeds team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges. 

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values and tenets that allow our team to thrive. This means we:

• Embrace Remote First, Remote Always culture
• Hire the best people around the world; 
• Prioritize our customers and results over titles
• Foster an inclusive culture that celebrates bold thinking and diverse perspectives; 
• Offer open vacation time, flexible paid holidays, and company-wide mental health days;
• Provide access to professional development, including manager training, upskilling and knowledge transfer

The Director of Implementation, plays a pivotal role in shaping the first impression our clients have with our technology solutions. We are seeking an operational force of nature eager for responsibility for executing and iteratively improving comprehensive onboarding strategies, ensuring seamless implementations and ecstatic customers.

Location : Canada (Remote)

Essential Functions:

• Develop and implement strategic onboarding programs that align with our clients' needs and business objectives. Drive the development of scalable onboarding processes to accommodate our growing client base.
• Lead, mentor, and empower a team of Onboarding leaders. Foster a culture of excellence, collaboration, and continuous improvement within the onboarding department.
• Build strong relationships with key client stakeholders. Collaborate closely with Sales, Customer Success, and Product teams to ensure a cohesive and positive client experience, as well as maintaining a positive feedback loop to iteratively improve.
• Evaluate existing onboarding processes and identify opportunities for improvement. Implement best practices, automation, and tools to enhance efficiency and effectiveness in client onboarding.
• Oversee key performance indicators and work with leaders to identify areas of opportunities for continuous growth and improvement.
• Gather feedback from clients and internal stakeholders to identify areas for improvement in our onboarding process and product offerings. Advocate for necessary changes and enhancements within the organization.

Skills and Experience:

• 3+ Years of experience with onboarding or implementing customers, including managing multiple onboarding experiences based on unique customer segments.
• 5+ years of SAAS experience required
• 3+ years with managing an Implementation team, with a demonstrated track record of workflow improvements and out-of-the-box thinking
• Excellent communication and interpersonal skills, with the ability to develop high performing teams and build rapport with clients and internal stakeholders.
• An operational force of nature with a proven ability to execute onboarding initiatives and keep them aligned with business goals.
• Analytical skills to assess data and client feedback, driving data-driven decision-making for process improvement.
• Customer-focused attitude and dedication to delivering outstanding service to clients.

• Bachelor's or Master's degree

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. 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! 

• Best Places to Work | HotelTechReport (2018-2023)
• Best PMS | HotelTechReport (2021-2023)
• Technology Fast 500 | Deloitte (2023)
• Most Loved Workplace® Certified (2024)
• Fastest Growing Companies | Inc. 5000 (2022)
• Best Startup Employers | Forbes (2022)
• Best Remote Companies to Work | BuiltIn (2022)

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at accomodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.