SVP of Customer Deployment, Adoption and Partner Enablement

🧑🏻‍💻 About the role

We are seeking a dynamic and strategic Senior Vice President (SVP) of Customer Deployment, Adoption & Partner Enablement to lead our global team. In this critical role, you will oversee the seamless transition of customers to our platform, ensuring efficient onboarding and implementation processes. Your leadership will drive customer satisfaction, scalable solution delivery, and strategic alignment with Mews’ growth priorities.

Key Responsibilities

• You will oversee the customer journey from post-sale handover to Success and Support, ensuring a seamless transition and continued satisfaction across multiple customer segments from SMB to Enterprise.
• Set a clear vision and strategy for Deployment and Adoption that is aligned with Mews’ strategy and forecast growth.
• Build a multi-channel Deployment and Adoption operation that can scale efficiently in line with demand.
• Establish and maintain strong relationships with customers, understanding their needs and ensuring their success with Mews solutions.
• Drive initiatives aimed at improving customer satisfaction metrics and ensuring value-based adoption of products and services acquired by our customers that lead to the removal of white space and/or accelerate growth within our customer base.
• Leverage feedback mechanisms to gather insights from customers using a comprehensive customer platform using this data to inform improvements in service delivery.
• Act as a senior point of escalation for customer issues, ensuring prompt and effective resolution of high-impact problems.
• Champion cultural competence, leading a diverse and globally dispersed team with inclusiveness.
• Mentor and develop operational leaders, preparing them for future challenges and opportunities.
• Foster a culture of innovation and continuous improvement within the team.
• Drive service delivery standardisation, continuously improving Time to Kick Off (TtKO) and Time to Implement (TtI), while ensuring customer adoption and readiness for value creation.
• Lead change management efforts, effectively managing transitions and keeping the team aligned with the company's vision and strategic goals.
• Develop strategies for revenue acceleration, including planning, forecasting, and execution in alignment with the company financial planning process.
• Enhance project and product-line profitability, improving productive and billable utilisation.

Requirements:

• An experienced leader than can challenge our existing working practices and has previously scaled the operations of a customer onboarding team managing multi-product deployments.
• A background working with and understanding the varying demands of customers from SMB to enterprise segments. Proven ability to build forward looking deployment and revenue activation strategies to support the company's growth across geographies and verticals.
• Proven track record of improving customer satisfaction and loyalty metrics within a SaaS (Software as a Service) environment with Fintech experience at scale an advantage.
• A progressive leader, with an expertise in building healthy diverse teams enabling individuals' development and growth.
• You have successfully led international teams that involve multiple layers of management.
• Experience leading or building a highly effective partner network that has supplemented the capacity of your team.
• A skilled executor in managing change and an advocate for innovation and continuous improvement, with a track record of implementing successful new strategies.
• Skilled in data-driven decision-making, with an analytical approach to understanding customer needs and service delivery performance.
• Proficient in financial planning and analysis, with extensive experience in forecasting, budgeting, and managing services-generated revenue.
• Committed to enhancing project and product-line profitability through strategic planning and operational efficiency.

🎉 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