Customer Success Manager - BENELUX
The Customer Experience Manager (CXM) will support customers as they transition from sales prospects to active and successful users of Mews products.
The role as CXM will focus on SMB and smaller groups where you will engage at scale and through automation to drive customer product adoption, retention and increase total account value of your portfolio and region.
✅ Your mission, should you choose to accept it:
- Customer Facing: CXM will operate with the value drivers as a backbone in their daily operations;
- Guest Experience (ex; Guest Journey, Payment flow, Security)\
- Guest LTV (ex; Loyalty, Memberships, Products)
- Revenue per Employee (ex Upsell, Automation)
- Revenue per M2 (ex Space utilization, POS, Sales & Catering)
- Time on Tasks (ex; Payment automation, self-serve)
- Review portfolio/market through whitespace analysis to find opportunities for product adoption and upsell. Use automation (CTA’s in Gainsight) to drive customer journey and qualify customers readiness to buy or engage with Mews product and tools
- Engage one-to-one with the value drivers as guide when reviewing customers objectives through Success Plans/Success Snapshots with the goal identifying areas of ROI for the customer.
- Engage at scale (one-to-many) with the 5 motivators/Value framework as guide via Mews Community, webinars, targeted outreach for product adoption and to host conversations of value when the customer is ready to engage. In ALL engagement the goal will be to create customer value and align on desired outcomes
- Ensuring product adoption in relation to the 5 motivators/Value framework, to drive increased usage, upsell and retention by closing the discovered opportunities with a desired outcome
Work closely with the CX team (Support and Technical Experts) to act as a trusted advisor and ensure that every customer has every logical product to maximise the value of these.
- Demonstrate strong knowledge of the Mews products and the value that can be derived from these product for customers to reach their targets towards the value drivers
- Guide customers towards proactively identifying blockers which prevent them from getting the most value out of their products and working cross-functionally toward a successful outcome
- Working collaboratively across internal teams and effectively communicating customers’ needs with relevant product team
🤝️ You’ll be a great fit if you bring a few of the below with you:
- Experience working in cross-functional and customer interfacing role
- Experience in a similar role between 2-5 years in the SaaS and/or Hospitality industry
- Ability to prioritize tasks on value, timeline and interdependency
- Creative thinking and analytical skills with the ability to think and respond quickly in front of customers
- Ability to grasp technological and business concepts
- Experience using Gainsight, Salesforce, Confluence, and Slack
- Fluent in English/Other languages* would be considered as a bonus
