SVP of Deployment and Adoption

It's true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we're propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we're enabling the world's most revolutionary hospitality brands to accelerate their digital transformation.

Our Deployment and Adoption (DnA) team plays a critical role in unlocking value for Mews and our customers as quickly and efficiently as possible. They cover the critical handover point from sales to our BAU team and ensure unlock as much wallet share as possible.

As Mews grows at pace, we are seeking a Senior Vice President (SVP) of Deployment and Adoption to ensure to a seamless transition for our clients as they adopt our platform. The SVP will be responsible for the strategic direction and execution of all onboarding and implementation processes and ensuring the team scales efficiently.

We see ourselves and our platform as defining a new era in hospitality and driving positive change for our customers. Their experience of onboarding with us should reflect that and be progressive in its approach, efficient and lead to widespread adoption.

As a global company, our staff operate on a remote-first basis, with members located across EMEA; North America and Asia. We're open to this role being based in one of our entities in Europe (Czechia, Spain, UK, NL, Germany, Ireland, Sweden, Croatia, Belgium and France) or North America.

As our SVP of Deployment and Adoption (DnA), you will oversee a dynamic, globally distributed team, ensuring the effective implementation of our solutions and transition of customers to the Success and Support teams.

You will focus on building customer satisfaction, repeatable solution delivery, and strategic alignment with company priorities. You will be focused on ensuring the capability and capacity of your teams, grows in line with Mews and able to build a network of deployment partners to support our growth.

Our culture at Mews is authentic and open. People that thrive here, are customer-centric leaders committed to driving change, fostering innovation, passionate about developing their teams and able to propel Mews forward in delivering exceptional customer experiences through strategic leadership and hands-on execution.

You will have a global team reporting into you, across onboarding, KYC and partnerships teams that will take responsibility of revenue activation from the point of customer signing. Your approach as a leader should be focused on helping our teams scale their output, and further developing the Mews Deployment Partner Program. Too be effective and support Mews' growth, we expect this role will require you to create a culture of innovation, constantly refine processes and tech enablement

Ideally you will have deep experience leading large, complex teams and the executive presence to represent the DnA function to the Extended Leadership Team (ELT) and other stakeholders at Mews. You will also be comfortable building critical partnerships with internal peers across GTM and wider Mews.

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.