Customer Success Manager

ABOUT COMPANY

Winnow develops artificial intelligence tools to help chefs run more profitable and sustainable kitchens.

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 the internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 30 countries around the world supported by our offices in London, Dubai, Shanghai, 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.

As the global leader in addressing food waste, we are committed to continuing to push the envelope on what technology can do to solve this problem. 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.

About the Operations team, you will be working with

The Operations team is responsible for the on-boarding and implementation of our technology across new customers, as well as ensuring ongoing 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 manages the processes, systems, and controls which enable our business to successfully scale and grow. The team continually reviews these processes to provide innovative enhancements to achieve operational excellence, which in turn enable the company to meet its strategic objectives.

Our Operations team consists of over 27 colleagues who are based in London, Dubai, Singapore, and the US.

Requirements

• We are looking for a motivated and entrepreneurial individual with a can-do attitude to join our APAC Operations team. You will be playing an instrumental role in managing and growing APAC's client portfolio regionally. You will have opportunities to lead exciting implementation projects with our key clients across different locations.
• The role will involve some regional travel for large deployments. You should be comfortable with up to 20% of your time traveling once restrictions permit.

Education and experience:

• You are a fluent Mandarin speaker with the ability to persuade, teach, read and influence comfortably in Mandarin
• You have a university/college degree
• You have 4+ years of work experience
• You are likely to have work experience in the hospitality industry, ideally within a multinational organization in a Client Success / Delivery or Project Management / Account Management / Consultancy capacity
• You have an advanced level of Excel, Word, and Powerpoint and are familiar with using CRM and other tools
• You have experience using Google applications to coordinate and communicate with colleagues

Key objectives of role:

• The full scope of your role will be discussed in detail at the interview, however typical tasks might include:
• Build strong relationships with clients ensuring they are bought into making the Winnow system successful
• Understand clients’ current situation and needs to tailor the best solutions for them
• Ensure smooth end-to-end implementation process with the client, train multi-disciplined teams to use Winnow in person and remotely
• Take a consultative approach to keep clients engaged in utilizing the Winnow system to manage their food waste reduction
• Proactively analyze 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’ inquiries where required

Personal Attributes:

• You will have excellent verbal and written English and Mandarin language skills and ensure client-facing.
• You are result-driven and highly motivated. You are a data-driven person who can use data to track the success of your clients
• 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 transparent and act with integrity at all times
• You are results-driven and can demonstrate how you have delivered value-added solutions that 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 organization 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 organize yourself, including effective project management and scheduling, prioritization 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 remuneration package
• 22 days of paid leaves (plus the option to buy a further 5 days annual leave)
• Company stock options package
• Company part-funded health insurance
• Life insurance
• Employee Assistance Programme - 24/7 helpline for your wellbeing
• 2 Wellbeing hours per month and a $36 Wellbeing allowance per month
• Committed team members with broad experience who share a common passion to build a world-class business
• Great office space in the vibrant Chinatown neighborhood in Singapore (near Outram Park MRT)
• You will love what you do – waking up every day solving one of the biggest social problems of our generation

We are passionate about living our values and place them at the center of everything we do. We are excited about like-minded 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 organization where a 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.

This is an opportunity to join a rapidly growing organization and help us propel our growth at what is truly the most exciting and dynamic point in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.