Customer Success Coordinator

Customer Success Coordinator
Mews, Czech Republic

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
High School or equivalent
Total Vacancies
1 Job
Posted on
Mar 10, 2021
Last Date
Apr 10, 2021
Location(s)

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.

We are looking for a Customer Success Coordinator to join a growing Customer Success team at Mews. The role will be suited to someone with excellent organisation skills, time and project management qualities with a keen eye for detail. Duties for the Customer Success Coordinator will include a broad range of tasks to ensure proper flow and efficiency of Customer Success related responsibilities, supporting and carrying out common duties relating to contracting, upsell and cross sell opportunities. Duties will require contact with properties via online, email and sometimes telephone, therefore the ability to communicate clearly and effectively with stakeholders of all levels is critical, while being able to demonstrate a solid understanding of the overall business and company strategy.

Responsibilities

  • Communication with relevant internal teams to facilitate general administration duties relating to but not restricted to contracting, re-contracting, upsell, terminals etc
  • Managing and maintaining correspondence via a dedicated mailbox / intercom queue
  • Assists in the preparation of contract renewals and price increases
  • Liaising with the Operations Payment specialist when it comes to the processing of Mews Terminals
  • Managing and maintaining internal documentation in Gitbook relating to the role
  • Regular participation and presentation within internal company / team meetings
  • Collection and consolidation or various reports contributing to Customer Success team projects
  • Helping to manage and coordinate the cross departmental requests, Asana tasks and projects received from other parts of the business
  • Accountable for mapping and continual review of all key processes and workflows across the customer journey as it relates to Customer Success, working to highlight to the CS Leadership team where further efficiencies could be driven
  • Regular participation and occasional presentation may be required within Customer Success and company-wide meetings

Requirements

  • Some experience working in cross functional / departmental role and customer interfacing function.
  • Fluent in English is a requirement, other languages would be a bonus
  • Ability to prioritise tasks based on value, timeline and interdependency of other requirements
  • Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
  • Creative thinker with the ability to troubleshoot issues quickly and effectively.
  • Strong presentation skills.
  • Extremely well-organized and analytical with an ability to work well under pressure, with a keen eye for detail
  • Ability to communicate clearly both internal and externally with stakeholders of all levels.
  • Strong team player as well as a proactive individual contributor.
  • Ability to grasp basic technical concepts.
  • Strategic thinker with the ability to think and respond quickly in front of customers
  • Experience within a SaaS business would be an advantage
  • Previous experience within Customer Success would be beneficial but not critical
  • Experience using Panda Doc, Pipedrive, Salesforce, Salesmachine, Asana, Gitbook, Xero, PowerBI and Slack would be a plus

Benefits

  • Unlimited Holiday
  • Flexible working hours/location
  • Access to extensive health amp; wellness programs (online)
  • Participation in employee equity program
  • Regular team events
  • Job Specification

    Job Rewards and Benefits

    Mews

    Information Technology and Services - Prague, Czech Republic
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