Customer Success Manager (English + one additional European language)

About the team

The Operations team are responsible for the on-boarding and implementation of our technology across new customers, as well as ensuring on-going success once the system is up and running on client sites. The goal - successful pilots with early clients, such that they quickly become key clients deploying our technology on a national and international scale.

The team manage the processes, systems and controls which enable our business to successfully scale and grow. The team continually review these processes to provide innovative enhancements to achieve operational excellence, which in turn enable the company to meet its strategic objectives.

Our Operations team consist of over 30 colleagues who are based in London, Dubai, Singapore, Shang Hai, Cancun and the US.

We are looking for a motivated and entrepreneurial individual with a can-do attitude to join our European Operations team. You will be playing an instrumental role in managing and growing Europe's client portfolio. You will have opportunities to lead exciting implementation projects with our key clients across different locations.

- The role will involve regular European travel.

- We operate a hybrid working model with a minimum of 2 days in our Farringdon office per week (Tuesdays and Thursdays)

- This role might suit a second jobber looking to develop the skills they have already acquired in Customer Success, or in a Consultancy or Project based role.

Key objectives of role

The full scope of your role will be discussed in detail at interview, however typical tasks might include:

• Build strong relationships with clients ensuring they are bought in to making Winnow system successful
• Understand clients' current situation and needs to tailor the best solutions for them
• Ensure smooth end-to-end implementation process with client, train multi-disciplined teams to use Winnow in person and remotely
• Take consultative approach to keep clients engaged in utilizing Winnow system to manage their food waste reduction
• Proactively analyse client reports and troubleshoot with the client where needed
• Manage KPIs jointly with the client and Winnow's senior team members to ensure that the system is delivering a strong business case, implementing changes where necessary
• Collaborate closely with internal teams in different regions
• Take initiatives to improve internal process and procedure (in line with Winnow Int'l)
• Support our front line tech and customer support team with clients' enquiries where required

Education and experience

• You are likely to be least degree educated
• You will have gained work experience ideally within a multi-national organisation in a Client Success / Delivery or Project Management / Account Management / Consultancy capacity
• You have an intermediate level of Excel and working knowledge of Work and Powerpoint

Personal Attributes

• You will have excellent verbal and written communication skills in English along with proficiency in at least one additional European language (preferably German, French or Italian).
• You share our belief that collaboration is critical to achieving our mission. You can demonstrate how you have thrived working effectively in partnership with others
• You have proven experience in challenging and questioning the status quo. You enjoy suggesting creative and innovative solutions to improve the way things get done
• You are results driven and can demonstrate how you have delivered value added solutions which are intuitive and easy to use
• You have proven experience of knowing what it takes to provide consistently first-class customer service to customers, remaining calm and measured even when dealing with the most demanding of individuals
• You have excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data. You take your time to ensure you get things right the first time
• You are able to organise self, including effective project management and scheduling, prioritisation and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlines
• You are willing to roll up your sleeves and get work done, taking the initiative to help your team members. You have a growth mentality and a willingness to learn.

Benefits

• Competitive base salary
• Customer Success bonus scheme
• Company stock options package
• Matching pension scheme
• Eye care vouchers and eye care allowance
• Life insurance
• Company part-funded health insurance
• 2 Wellness hours per month, plus a £40 monthly wellness allowance
• Employee Assistance Programme - 24/7 helpline for your wellbeing
• Early finish Friday - log off from 3pm if you have finished all your work by then
• 25 days of paid vacation time (plus the option to buy a further 5 days annual leave) in addition to national holidays
• You will love what you do - waking up every day solving one of the biggest social problems of our generation
• Committed team members with broad experience who share a common passion to build a world class business