Customer Success Associate - French

About the role

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:

The Customer Success Associate (CSA) will support customers as they transition from sales and onboarding to active and successful users of Mews products.

The role as CSA will focus on the SMB segment and smaller groups, operating out of a pool structure with regional CSA and CSM’s (Customer Success Manager) where you will engage at scale and utilize AI for automation to drive product adoption, retention and increase total account value of our customers.

How?

Customer Facing: CSA will operate with the value drivers as a backbone in their daily operations on how to drive success with Mews customers;

• Guest Experience (Guest Journey, Payment flow, Security)
• Efficiency (Automation, Time on Tasks)

The methodology to execute on the value drivers will follow 3 basic steps,
Discover >>
Engage >>
Adopt
, where AI will be your best friend when engaging at scale.

Discover: Review market through whitespace analysis to find opportunities for product adoption and upsell/cross-sell. Use automation to drive customer journey and qualify customer readiness to buy or engage with Mews product and tools.

Engage: Engage at scale (one-to-many) with value drivers as a guide via customer journeys, 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.

Adopt: Ensuring product adoption in relation to the value drivers to drive increased usage, upsell and retention by closing the discovered opportunities with a desired outcome.

In addition, you’ll… Work closely with the onboarding and support teams, preventing churn and acting as a trusted advisor to ensure that every customer has every logical product to maximise the value of theirs while.

• Demonstrate strong knowledge of the Mews products and the value that can be derived from these products for customers to reach their goals in association with 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.
• Work collaboratively across internal teams and effectively communicating customers’ needs with relevant product teams.

• Experience working in cross-functional and customer-facing role.
• Experience in a similar role 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 is a plus.
• Fluent in English and French.

Arizona, California, Colorado, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin.

• Participation in our company share program.
• Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year).
• Unlimited paid holiday.
• Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.
• Relocation options available after 1 year.
• Monthly “EDGE” time - dedicated to Explore, Develop, Grow, and Elevate yourself.
• Flexible, hybrid working options.
• One-off home office setup budget.
• Monthly working-from-home and healthcare allowances (where local healthcare benefits are not available).
• We also tailor benefits to each location - from regional healthcare coverage to team events, socials,…