Customer Success Operations Associate

vor 3 Wochen

Berlin, Deutschland Mews Vollzeit

**Can you help us change the world?**:
It's true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we're propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution**,** we're enabling the world's most revolutionary hospitality brands to accelerate their digital transformation.

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 a Customer Operations Associate, you'll play a crucial role in enhancing operational efficiency within the Customer Success organization. Collaborating closely with the Customer Success team and leaders, you'll drive operational improvements and cross-functional collaboration with revenue operations teams. Reporting to the Director of Customer Operations and integrated into the wider Revenue Operations team, your responsibilities will include handling various stakeholder requests and tasks related to the customer journey. Your focus will be on optimizing the effectiveness of customer success managers by streamlining processes, analyzing data, and implementing strategies to improve key metrics such as customer lifetime value, net revenue retention, and net promoter score. Additionally, you'll work closely with the Customer Success Team to ensure seamless customer engagement throughout their lifecycle, facilitating innovative solutions for desired customer outcomes.

***Your Mission, Should You Choose to Accept It**:

- Continuously evaluate and improve customer success workflows, ensuring seamless interactions between teams.
- Monitor and report on key performance indicators (KPIs) related to customer success to track progress and identify areas for improvement.
- Foster cross-functional collaboration with Sales, Product, Marketing, and other teams to align processes and goals, enhancing overall customer experience.
- Understand the end-to-end customer journey and identify touchpoints for optimization to drive customer satisfaction and loyalty.
- Gather insights from customer-facing teams and translate them into actionable improvements to enhance operational efficiency.
- Create and maintain standard operating procedures (SOPs) for customer success operations to streamline processes and ensure consistency.

**You'll Be a Great Fit If You Bring a Few of the Below with You**:

- Proven experience in customer success, operations, or similar roles within a SaaS company, demonstrating a strong understanding of customer-centric operations.
- Strong analytical skills with the ability to interpret data, draw insights, and make data-driven decisions.
- Detail-oriented mindset with a knack for process optimization and improvement.
- Excellent communication skills and a collaborative spirit to work effectively across teams.
- Passion for delivering exceptional customer experiences and driving customer success.
- Familiarity with customer success tools such as Gainsight, Catalyst, ChurnZero, and CRM systems like Salesforce.
- Organizational and project management skills with the ability to manage multiple projects simultaneously, prioritize tasks, and deliver results in a fast-paced environment.
- While not essential, an understanding of Hospitality Technology, SaaS, or hotel operations is beneficial.
- Willingness to learn and adapt to new technologies and methodologies.

**What's in it for you?**:
Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years? 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 the Company shares program- Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.
- (No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
- Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- Wellness Wednesday's (once a month, the whole company enjoys a day where you can 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 and socials

**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 power

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