Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager in hybrid role building client relationships for Winnow's food waste solutions. Focused on ensuring successful implementation and ongoing support for clients across Europe.
Responsibilities
- 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
Requirements
- 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
- You will have excellent verbal and written communication skills in Spanish in addition to English
- 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 are passionate about your career. You proactively stay abreast of developments in your own field of study whilst being driven and committed to helping the organisation achieve its mission
- 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
- Pension scheme
- Eye care vouchers and eye care allowance
- Life insurance
- Company part-funded health insurance
- 2 Wellness hours per month, plus a £20 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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