Winnow

Customer Success Manager, Team Lead

Winnow

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois

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Job Level

Senior

Tech Stack

IoT

About the role

  • Winnow addresses food waste using technology and AI (Winnow Vision) to automatically track food waste in kitchens
  • Company founded in London (2013) operating in 90+ countries with offices including Chicago; blue-chip customers like Accor, IKEA, IHG, Marriott, Compass Group
  • Winnow’s clients typically reduce food waste value by 50% and improve profitability for operations
  • Company praised in Forbes and awarded by World Economic Forum and other industry lists
  • Company values: equal parts head and heart; bravely honest; people of action; bound by food; hungry and humble; people and planet positive
  • Role: Lead Customer Success delivery for Americas, growing Strategic accounts and ensuring operational KPIs are met
  • Manage a small Customer Success team, report to Managing Director for Americas, and collaborate with Support, Product and Data Services
  • Responsible for devising strategy and action-oriented implementation plans, minimising churn, securing positive NPS, and delivering account performance

Requirements

  • 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
  • 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
  • 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.