Customer Success Director - Australia
Mews, Australia
Job Description
Mews is disrupting the hospitality industry with a cloud-based property management solution for hotels, hostels, apartments and more. The Mews Hospitality Cloud acts as a central nervous system for properties of all sizes from small independent hotels to large group brands. Over 1,600 brands across 60 countries run their hotel operations, booking, payments and guest management on Mews.
This is a pivotal role for Mews as we enter the next phase of our high-growth journey. Our ideal candidate has a successful track record within SaaS B2B technology companies. You should also have experience positioning a company as a thought-leader in their space.
What we're looking for:
Our Customer Success Director is able to leverage deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Mews. They are aligned at key stakeholder level, building and fostering strong relationships to help customers progress on their journey working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs. You will manage your customer portfolio independently as our Customer Success Directors are individual contributors.
Responsibilities
- Manage a Customer portfolio of 1,5-2mil EUR in Annual Recurring Revenues
- Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
- Develop an understanding and knowledge of customer’s Mews implementation and evangelize the capabilities of Mews products
- Guide a customer on org strategy, governance and change management best practices based on customer needs, business priorities and roadmap
- Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
- Project management planning amp; delivery: Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement plan.
- Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer
- Working collaboratively across different teams, manage the internal stakeholders in Mews amp; effectively communicate the customer needs with Mews Product Teams
- Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates
Requirements
- Experienced professional with 10 years relevant industry expertise. SaaS experience is required, Hospitality experience would be preferred
- In-depth knowledge in one or more line of businesses (LoB) - a specific industry
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers
- Team player with ability to influence with impact, build connections both with customers amp; internally across the teams
- Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
- Strong understanding PMS product and platform features, capabilities, and best use is highly desired
- Problem solving amp; strategic thinking
- Good understanding of enterprise architecture principles
- Ability to quickly grasp and explain technological and business concepts
- Fluent English, another language is a plus
Location: Sydney, Australia / remote
Benefits
- Unlimited Holiday
- Flexible working hours/location
- Access to extensive health amp; wellness programs (online)
- Participation in employee equity program
- Regular team events