What are the responsibilities and job description for the Project Lead position at me&u?
Job Description
A LITTLE ABOUT US
When it comes to food experience, me&u helps you always feel like a local. The company’s vision is to bring that feeling to everyone, anywhere - so no matter what neighbourhood you live in or visit, you’ll always know the perfect place to go and exactly what to order.
me&u is used by 6000 bars, pubs, and restaurants to create memorable guest experiences and grow their brands. With 200 staff in five countries, and headquartered in Melbourne, Australia, me&u is the consolidation of two leading hospitality technology companies: Mr Yum and me&u, who merged in November 2023.
About The Role
The Project Lead is responsible for delivering fast, high-quality customer activations that set venues up for long-term success. This role owns the post-sale onboarding experience, ensuring customers go live on time, with confidence, and with minimal friction.
The Project Lead plays a critical role in both executing onboarding and supporting early post-live success, directly impacting onboarding velocity, early performance, and retention across the US portfolio.
What You’ll Do
Customer Onboarding & Implementation (70%)
Work with impact and purpose. We’re helping the hospitality and entertainment industries to thrive and me&u is at the forefront of this. Expect collaboration and interesting problems to solve.
Work with great people. Work alongside a supportive, diverse and inclusive team. You’ll have the trust, freedom and support to experiment and not be afraid of failure but to learn from it...and have fun together along the way.
Work that challenges you. We’re growing quickly, and you will too. You’ll have numerous opportunities to embrace discomfort, grow and learn as me&u expands and scales globally.
Work that works for you. We’re a flexible, remote-friendly place with inclusive leave options and day-to-day work times to suit your routine. We prioritise our team’s mental health & overall wellbeing, with access to mental health days and support programs.
Diversity and Inclusion Commitment
We’re committed to growing and empowering an inclusive me&u community. That’s why we actively encourage applications from candidates from all backgrounds, experiences, and perspectives. If you require accessibility assistance at any stage of the process, please let us know.
A LITTLE ABOUT US
When it comes to food experience, me&u helps you always feel like a local. The company’s vision is to bring that feeling to everyone, anywhere - so no matter what neighbourhood you live in or visit, you’ll always know the perfect place to go and exactly what to order.
me&u is used by 6000 bars, pubs, and restaurants to create memorable guest experiences and grow their brands. With 200 staff in five countries, and headquartered in Melbourne, Australia, me&u is the consolidation of two leading hospitality technology companies: Mr Yum and me&u, who merged in November 2023.
About The Role
The Project Lead is responsible for delivering fast, high-quality customer activations that set venues up for long-term success. This role owns the post-sale onboarding experience, ensuring customers go live on time, with confidence, and with minimal friction.
The Project Lead plays a critical role in both executing onboarding and supporting early post-live success, directly impacting onboarding velocity, early performance, and retention across the US portfolio.
What You’ll Do
Customer Onboarding & Implementation (70%)
- Own end-to-end onboarding for standard implementations, from kickoff through go-live
- Lead onboarding calls, training sessions, and launch coordination
- Support technical discovery and configuration scoping as needed
- Proactively manage timelines, risks, and blockers in partnership with the sales team to keep go-lives on track, or transition accounts back to sales when necessary
- Ensure customers are operationally confident and ready to trade at launch
- Prepare and lead early customer check-ins (first 7 days) and 30-day business reviews using accurate performance data
- Validate early performance, reinforce product value, and set clear next steps with customers
- Troubleshoot standard technical, integration, or configuration issues impacting post-live performance
- Escalate complex issues to senior team members or Engineering when they exceed scope, and support resolution as needed
- Ensure customers are successfully transitioned to Support and their Account Manager post 30 days live
- Partner with Sales, Account Management, RevOps, Support, and Product to ensure clean handovers and shared context
- Maintain accurate onboarding records and documentation in Salesforce, Notion, and other internal tools
- Share recurring feedback and observations to help improve onboarding processes and the overall customer experience
- Reliable Go-Lives & Early Adoption: Standard and moderately complex implementations consistently go live within target onboarding timelines (45 days or less), and are set up to achieve strong product adoption within the first 30 days post-go-live.
- Technical Readiness & Post-Live Stability: Integrations and configurations are effectively launched and stabilized, with technical issues escalated and resolved efficiently to maintain customer confidence.
- Process & Documentation Quality: Onboarding records, handover notes, and recurring issue patterns are consistently documented and shared to support team-wide scalability and continuous improvement.
Work with impact and purpose. We’re helping the hospitality and entertainment industries to thrive and me&u is at the forefront of this. Expect collaboration and interesting problems to solve.
Work with great people. Work alongside a supportive, diverse and inclusive team. You’ll have the trust, freedom and support to experiment and not be afraid of failure but to learn from it...and have fun together along the way.
Work that challenges you. We’re growing quickly, and you will too. You’ll have numerous opportunities to embrace discomfort, grow and learn as me&u expands and scales globally.
Work that works for you. We’re a flexible, remote-friendly place with inclusive leave options and day-to-day work times to suit your routine. We prioritise our team’s mental health & overall wellbeing, with access to mental health days and support programs.
Diversity and Inclusion Commitment
We’re committed to growing and empowering an inclusive me&u community. That’s why we actively encourage applications from candidates from all backgrounds, experiences, and perspectives. If you require accessibility assistance at any stage of the process, please let us know.