Senior Technical Partnerships Manager
Mews, Czech Republic
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 1,800 brands across 65 countries run their hotel operations, booking, payments and guest management on Mews.
The Mews Marketplace is a keypart of the Mews Platform and currently ranking as the most integrated marketplace in hospitality. We have a team of 5 Connectivity experts who are guiding clients (both customers and integration partners) in the setup and maintenance of over 450+ integrations. We are looking for a person to lead this team, increase the efficiency and productivity and work closely with Ramp;D teams on possible API improvements.
Responsibilities
- Supervising the day-to-day operations of the team.
- Analyzing weekly reports and initiating workflow or process changes to ensure future improvement.
- Monitoring the quality of the responses throughout all communication channels and actively giving feedback to team members.
- Monitoring the established SLOs, SLAs, analyzing possibilities for violation and taking prevention measures.
- Monitoring company and department goals and developing plans to achieve them.
- Monitoring repeating complaints from customers and partners and escalating them to the relevant departments.
- Regularly gathering feedback on possible system improvements and providing it to the relevant departments.
- Identifying knowledge gaps in the team and arranging additional training sessions when needed.
- Creating and updating internal and external knowledge base.
- Working with clients and partners fit gap analysis and other forms of business analysis to help scope out and document integrations.
- Help build out self-help and automation tools to drive optimizations in our support to customers.
- Maintain active commercial relationships with partners to drive strong referral business together with our commercial partnership team.
- Enable and help the team drive more Marketplace revenue through the acquisition of more purchasable partner applications
- Understand business priorities and ensure the right applications are certified quality v quantity
- Work closely with Commercial team to help unlock deals blocked by lack of integrations
- Explore sales relationships to develop a roadmap of integrations and extensions of existing relationship to help close major deals.
Requirements
- Previous experience as a team lead
- 5 years of experience working with software businesses
- Strong analytical and critical thinker skilled at solutioning
- Strong project management, prioritization and organizational skills
- Methodical, detail-oriented, and highly organized
- SaaS product support background and experience with APIs and the skill to advise partners on how to build and improve their integration with Mews. Appropriate minimal coding skills will be helpful.
- Understanding machine readable formats (e.g., JSON, XML)
- Strong negotiation stills and a commercial mindset
- Hospitality background is preferred.
- Ability to translate technical topics to everyday language
- Desire to work in a fast-paced, expanding company
- Bachelor’s degree
Benefits
- Unlimited Holiday
- Flexible working hours/location
- Access to extensive health amp; wellness programs (online)
- Participation in employee equity program
- Regular team events