Customer Success Associate

The Customer Success Associate (CMA) will support customers as they transition from sales and onboarding to active and successful users of Mews products. The CSA will focus on the SMB segment and smaller groups, operating out of a pool structure with regional CSA and CSM’s (Customer Success Manager) where you will engage at scale and utlize AI for automation and to drive product adoption, retention and increase total account value of our customers. 

✅ Your mission, should you choose to accept it:

CSA will operate with the value drivers as a backbone in their daily operations on how to drive success with Mews customers

• Guest Experience (ex; Guest Journey, Payment flow, Security)
• Increasing Revenue (Revenue Management, Space utilization)
• Efficiency (Automation, Time on Tasks) 

The methodology to execute on the value drivers will follow 3 basic steps, Discover >> Engage >> Adopt, where AI will be your best friend when engaging at scale. 

• Discover: Review market through whitespace analysis to find opportunities for product adoption and upsell/cross-sell. Use automation to drive customer journey and qualify customers readiness to buy or engage with Mews product and tools.
• Engage: Engage at scale (one-to-many) with value drivers as guide via customer journeys, Mews Community, webinars, targeted outreach for product adoption and to host conversations of value when the customer is ready to engage.  In ALL engagement the goal will be to create customer value and align on desired outcomes.
• Adopt: Ensuring product adoption in relation to the value drivers, to drive increased usage, upsell and retention by closing the discovered opportunities with a desired outcome

In addition, you’ll… work closely with the onboarding and support teams, preventing churn and acting as a trusted advisor to ensure that every customer has every logical product to maximise the value of these while

Additional responsibilities:

• Demonstrate strong knowledge of the Mews products and the value that can be derived from these products for customers to reach their goals in association with the value drivers
• Guide customers towards proactively identifying blockers which prevent them from getting the most value out of their products and working cross-functionally toward a successful outcome
• Working collaboratively across internal teams and effectively communicating customers’ needs with relevant product teams 

🤝 You’ll be a great fit if you bring a few of the below with you:

• Experience working in cross-functional and customer facing role 
• Experience in a similar role in the SaaS and/or Hospitality industry
• Ability to prioritize tasks on value, timeline and interdependency 
• Creative thinking and analytical skills with the ability to think and respond quickly in front of customers 
• Ability to grasp technological and business concepts 
• Experience using Gainsight, Salesforce, Confluence and Slack is a plus
• Fluenct in English and Italian