Customer Success Manager, Team Lead

About us

Food waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.

Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 60 countries around the world supported by our offices in London, Dubai, Singapore, Romania and North America. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.

Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has been received tremendous enthusiasm from our clients and the industry. You can read more about it on our website and this article in Forbes.

Other recent accolades saw Winnow awarded a winner of Impact 50's most impactful companies to work for. You can read more about it here.

We are passionate about living our values and place them at the centre of everything we do. We are excited about likeminded talent who share these values, joining us in our mission:

Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term.

Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial.

People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience.

Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food.

Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey.

People and Planet Positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.

About the team and role

An exciting opportunity exists for an experienced Customer Success Manager to lead on the delivery of the operational goals in the Americas. Leading a small team, the postholder will be responsible for growing a number of Strategic accounts across the region. As part of this, the postholder will be tasked with both devising the strategy for how to do this, as well as for creating action-orientated implementation plans to deliver this strategy.

They will also be responsible for the performance of the accounts ensuring Winnow and client KPIs are met. These Strategic Accounts are critically important to the future of Winnow and this role sits at the heart of Winnow’s Operational strategy.

The Customer Success Manager will report to the Managing Director for Americas and will manage a small but growing Customer Success team. Collaboration with other internal Winnow functions, such as Support, Product and the Data Services team will also be essential to maximise growth opportunities and ensure Winnow’s operating model supports the sector strategy.

This role will suit a self-starter who is looking to develop their people management skills whilst taking full ownership for a broad and growing portfolio of customers.

Requirements

Key objectives of role:

• Lead the Customer Success team (3-4 people initially) providing developmental line management
• Take ownership of a portfolio of accounts with full responsibility for performance KPIs, minimising Churn, and securing positive NPS within the Americas region.
• Devise quarterly and annual strategic objectives for the department as well as creating robust implementation plans for delivery
• Provide regular updates the performance of the accounts on a monthly basis to the MD for Americas and identify areas for improvements and suggestions on how to action this
• Act as the Voice of the Customer for the Americas customers within Winnow
• Create compelling, clear and replicable delivery and success strategies for Americas
• Develop deep relationships with key influencers and full decision-making units to help build additional demand for our products
• Manage and solve any conflicts or challenges which arise ensuring customers are communicated to on a regular and transparent basis

Education and experience:

• You are likely to be degree educated
• You will have gained work experience gained in the in hospitality industry, ideally within a multi-national organization in a Client Success / Delivery or Project Management / Account Management / Consultancy capacity
• You are an experienced People Manager, and are passionate about supporting your team so they achieve their potential
• You have an intermediate level of Excel and working knowledge of work and Powerpoint
• You have experience using Google applications to coordinate with colleagues

Personal Attributes:

• You will have excellent verbal and written English language skills (and if you are a Spanish speaker that's a real bonus!)
• You are a motivating and supportive People manager, who gives time and support to team members and relishes the satisfaction in watching them thrive under your leadership
• You are a data driven person who can use data to track the success of your clients
• 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 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 experience of managing others, and are motivated in helping your team develop and thrive
• 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 yourself, 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
• 23 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave
• Company stock options package
• 401k contributions
• Company part-funded health insurance and eye care allowance
• 2 Wellness hours per month plus a 44 USD gross monthly wellness allowance
• Life insurance (3 times base salary)
• Eligible for Customer Success discretionary bonus scheme
• Employee Assistance Programme - 24/7 helpline for your wellbeing
• Learning and development allowance of 370 USD annually
• Hybrid way of working - we’re all in the office on Tuesdays and Wednesdays
• Company provided breakfast & snacks on office days
• Early Finish Fridays - log off at 3 PM on a Friday if you have completed your tasks by then
• Our own office space with a great working environment
• You will love what you do – waking up every day solving one of the biggest social problems of our generation - food waste
• Committed team members with broad experience who share a common passion to build a world class business