Customer Onboarding Manager (US)

🌍 Can you help us change the world?

Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.

We’re on the lookout for ambitious, tenacious, and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? If you’re a Customer Onboarding Leader / Manager / Expert, keep reading and tumble down the Mews rabbit hole... 🐇

🧑🏻‍💻 About the role

As our Customer Onboarding Manager you should be a smart, articulate and outgoing individual who loves teaching, training & all things hospitality related. We would prefer if you had some experience in any of the hotel, travel or global distribution industries but we particularly want someone who is able to clearly and enthusiastically transfer their deep knowledge to both clients and colleagues.

✅ Your mission, should you choose to accept it

- Engage with medium and large size customers to guide them through the onboarding process and ensure a smooth transition into Mews.

• Assist the customers in the process of setting up the system.

• Consult hoteliers proactively on best practices to use the system at its full potential and achieve value realization.

• Advise customers on the available integrations in Mews Marketplace and assist in the connection.  

• Execute a system audit to ensure the system has been properly set and is ready to go-live successfully.

• Support our new customers in the first hours and days after go-live.

• Conduct live training sessions to end users, solving all questions and helping in the adoption of Mews products.

• Ensure existing training programs meet, or exceed, customer needs and expectations.

• Provide feedback to Onboarding department managers to ensure continuous improvement of the Mews product, services and quality of the training and onboarding process.

• Keep track of the Onboarding project and log the updates in the CRM or tools used for this purpose.

• Do a handover of the account and project to the Customer Success and Support teams after the customer has been successfully onboarded.

• Become a Product Champion, so an expert in one or more areas of the system or products and assist the onboarding team with the best practices and solving challenges.

Requirements

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

• Higher Education preferably in Hotel Management.

• Experience in hotel management, hotel front desk roles, or customer onboarding roles in Saas companies.

• Ability to work in a fast-paced company and ready to work both independently or as part of a team.

• Outgoing, social and ready to communicate with colleagues, clients and partners across various countries and at different organizational levels.

• Ability to take feedback, learn quickly and adapt to new situations.

• We love collaboration and ideas so being able to share fresh ideas and suggestions in order to move the company forward is key.

• A genuine interest in innovative software and disruptive tech.

• Experience in project management.

• Highly structured and organized.

• Good communications and presentations skills.

• Fluent in English plus minimum one of the following languages: French, German, Dutch, Spanish.

• This role requires flexibility in terms of travel and working hours.

Benefits

🎉 What’s in it for you?

Did you know that Mews was voted the Best Place to Work in Hotel Tech for 2 years running? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

• Company shares 📈
• Unlimited holiday (no, this is not a typo) 🏖
• Health and wellness plans 🙏🏽
• Flexible Cash Benefits via Ben Platform 📖
• Remote/flexible working 🧘🏻‍♀️

• Regular team events, socials and a legendary annual company gathering, Mews Con (the only con that’s actually a pro) 🥳

🤷🏻 Who is Mews?

We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. We were founded in 2012 by a team of former hoteliers, and since then we’ve been transforming hospitality for both hotel staff and guests.

Essentially, Mews is a powerful software platform that acts as a central nervous system for hotels, hostels, apartments and more. We use smart tech and automation to make day-to-day operations easier for hoteliers, so they can focus on the thing that really matters: providing remarkable guest experiences.

More than 2,000 properties across 60+ countries are powered by Mews, with more joining every week. Bookings, payments, operations, guest management – everything a hotel needs to operate can be done through our solution. We work with some amazing hotels, including Sage Hospitality Group, Machefert Group, The Student Hotel, and Tsogo Sun Hotels.

Life at Mews

That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.

Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that’s a long lie-in, a trip to the gym, or anything in between. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team. Oh, and we love our pets. To get more of an idea what life at Mews is like (and to see dozens of cute cats, dogs, and hamsters), check out our Instagram.

We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.

Ambitious 🏆

We truly believe that great technology can make the entire human experience better.

Resilient 💪

We’re tough. The workload might be heavy, but with one foot in front of the other, we can handle an intensity workout.

Curious 🐈

We’re innately curious. We read, we discover, we ask questions, we challenge assumptions, and we’re obsessed with the word ‘why’.

Open 📖

We’re an open book. We share our work and experiences with one another, as well as our community.

Human 👤

You can’t take risks if you’re afraid to fail. We all make mistakes. The key is to learn, get feedback and improve.

✊🏼 Everyone is welcome at Mews

This part is straightforward. We’re an equal opportunity employer and truly value diversity within our company. We never have and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status – or anything else for that matter.

Think this could be the beginning of a beautiful friendship? If you’d like to know more about us and what we do, check out mews.com. Otherwise, spruce up your CV and apply. We can’t wait to hear from you.