Customer Onboarding Manager

3 weeks ago

Adelaide Region SA, Australia Mews Full time

**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? Keep reading and tumble down the Mews rabbit hole...

‍
**About the role**:
As our Customer Onboarding Manager you will be engaging with medium and large size customers to guide them through the onboarding process and ensure a smooth transition into Mews. Using your experience from a hotel, travel or global distribution industry you will be able to clearly and enthusiastically transfer 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.

**️ You'll be a great fit if you bring a few of the below with you**:

- Based in Australia
- 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 (with any additional languages a plus)
- This role requires flexibility in terms of travel and working hours.

**What's in it for you?**:
Did you know that Mews has been voted the Best Place to Work in Hotel Tech for 3 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:

- Participation in Company shares program
- Best-in-class Parental Leave Policy. At Mews, the primary caregiver gets 6 months fully paid parental leave, the secondary caregiver gets 2 months fully paid. (No matter your location, can be used during the 1st year of your newborn, covers birthing, adoption and surrogate, applies if you're employed for at least 1 year at Mews)
- Flexible Benefits via the ThanksBen platform (pay for things like your Netflix, Spotify or other streaming services, for instance)
- Unlimited paid holiday (no, this is not a typo)
- Wellness Wednesday's (where every last Wednesday of the month, the whole company enjoys a paid day off to attend to your own well-being)
- Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us)
- Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
- Regular team events, socials and a legendary annual in-person company gathering called MewsCon (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. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands o

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