Customer Success Manager (fluent Spanish required)
Winnow Solutions
- London
- Permanent
- Full-time
- Ownership of a portfolio of accounts, responsible for performance KPIs, minimising Churn, and securing positive NPS across the accounts managed
- Lead the Resort team providing developmental line management
- Devise quarterly and annual strategic objectives for the Resorts vertical as well as creating robust implementation plans for delivery
- Report out to the EMEA Operations Director and MD EMEA on the performance of the accounts on a monthly basis. Identifying areas of improvement
- Act as the Voice of the Customer for Resorts within Winnow
- Create compelling, clear and replicable delivery and success strategies for the Resort industry
- Help the client build and deliver a governance structure to provide clients timely, accurate and insightful reports, with a mixture of regular updates and ad-hoc reporting
- 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
- He/she will be a fluent Spanish speaker
- He/she have worked on large and complex project as well as running global implementations
- He/She will ideally have experience in managing people
- He/she will have experience of strategic account planning and delivery, identifying and setting project targets and creating activity plans
- He/she is results-driven and can demonstrate how they have delivered solutions for a similar type of clients
- He/she has excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data
- He/she has a solid grasp of data analysis to build clear data driven discussion and presentations to clients
- He/she will have proven experience of knowing what it takes to provide consistently first-class customer service to external customers, remaining calm and measured even when dealing with the most demanding individuals and accounts
- He/she prefers to take a collaborative approach with colleagues to ensure they always achieve the best results for customers
- He/she will have experience working as part of a team and building positive relationships with internal and external individual across borders
- He/she is persuasive and personable and find building relationships with customers enjoyable
- Competitive base salary
- Eligible for Customer Success discretionary bonus scheme
- Company stock options package
- Matching pension scheme
- 2 Wellness hours per month plus a £48 gross monthly wellness allowance
- 25 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave
- Company part-funded private health insurance and eyecare allowance
- Life insurance (3 times base salary)
- Employee Assistance Programme - 24/7 helpline for your wellbeing
- Learning and development allowance of £300 annually
- Cycle to work scheme
- Hybrid way of working - we’re all in the office on Tuesdays and Thursdays
- 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
- Great office space in central London and 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