Customer Success Manager, Resorts

About usFood 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 **** to help the hospitality industry prevent food waste through internet of things tools in the kitchen.We have worked with thousands of sites and are operating in over 90 countries around the world supported by our offices in London, Dubai, Singapore, Cluj-Napoca (Romania) and Chicago.We are a scale-up stage 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's clients on average reduce waste by over 50% by value and sustain savings.Winnow works with hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants.Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers.This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.As the global leader in addressing food waste, we are committed to continue pushing 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 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 listed in the **** Sunday Times Best Places to Work - a recognition based on feedback from our UK team.While this award is based in the UK, it reflects something global: a culture built on purpose, collaboration, and the belief that businesses can - and should - tackle real-world problems while being great places to work.Previous awards saw Winnow in the top 10 of the FoodTech 500 awards - the worlds first definitive list of the global entrepreneurial talent at the intersection between food, technology and sustainability, as well as winning 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 like minded talent who share these values, joining us in our mission:ValuesEqual 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.About the team and the roleAn exciting opportunity exists for an experienced Customer Success Manager to lead on the delivery of the operational goals in the growing sector of resorts and hotels.The role will be responsible for growing and maintaining a number of strategic accounts across Central and South America.As part of this responsibility, the role 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.This role is all about creating and executing effective and engaging plans to deliver on new and existing accounts within the resorts sectors across the region.This individual must have a track-record of successful remote work while meeting or exceeding KPIs.You will report to the Chicago-based Team Lead and will need to operate fairly independently, but will need to collaborate effectively with other internal Winnow functions, such as Support, Product and the Data Services team (based in other regions) in order to maximize growth opportunities and ensure success of your accounts.This role will suit a self-starter who is looking to take full ownership for a broad and growing portfolio of customers.Key objectives of roleFull ownership of a portfolio of accounts, responsible for account performance KPIs, churn prevention, clients' return on investment, and positive NPS across the accounts managed.~75% of time dedicated to account maintenance and growth; ~25% of time dedicated to technical support for our Mexican clients.Both functions will require travel to client sites, with multi-day trips in some cases.Contribute to the quarterly and annual strategic objectives for the resorts vertical as well as create robust implementation plans for delivery.Report to the Team Lead and Managing Director of the Americas on the performance of the accounts on a monthly basis, with regular communication via weekly Zoom meetings in between.Act as the Voice of the Customer for resorts within Winnow.You will be responsible for voicing client concerns, escalating risks, and recommending solutions.Create compelling, clear and replicable delivery and success strategies for the resorts industry.Help your clients build and deliver a project governance structure of their internal stakeholders to best ensure Winnow's successful partnership with these accounts.Provide clients with timely, accurate and insightful reports, with a mixture of automated and ad-hoc reporting.Develop deep relationships with key influencers and decision-making units among and beyond existing clients 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.Required skills and background – candidates without these qualifications won't be consideredFluent in both English and Spanish (mandatory)Experience in a Client Success / Implementation or Project Management / Account Management / Consultant roleExperience in the hospitality industry (resorts, hotels, restaurants)Experience analyzing large datasets using Excel / G SheetsUnderstanding of KPIs and how to use them to track client successIntermediate level of Excel / G Sheets and are skilled in PowerPoint / Google SlidesPreferred – preference for clients with these attributesDegree-educatedExperience with remote work and reporting to a manager in another geographic locationExperience at a multi-national corporationExperience with Slack, Confluence, and Planhat or other CRM toolsTravel requirements of the roleDriver's license, car, and ability to drive oneself to clients in the Quintana Roo region (expense reimbursement from Winnow)Active passport and ability to travel within Mexico, Caribbean, and U.S. for client visitsAbility to spend up to 8 weeks/year in Chicago officeAll travel expenses paid for by Winnow, of coursePersonal Attributes we look forYou share our belief that collaboration is critical to achieving our mission.You can demonstrate how you have thrived working effectively in partnership with othersYou have proven experience in challenging and questioning the status quo.You enjoy suggesting creative and innovative solutions to improve the way things get doneYou are results driven and can demonstrate how you have delivered value added solutions which are intuitive and easy to useYou are passionate about your career.You proactively stay abreast of developments in your own field of study while being driven and committed to helping the organization achieve its missionYou 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 individualsYou 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 timeYou are able to organize self, including effective project management and scheduling, prioritization and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlinesYou 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.A typical interview process with Winnow will include30 min interview with Head of HR30 min interview with Managing Director for the AmericasShort Excel and presentation exercise to simulate a typical client presentation + interview with Customer Success Team Lead30-minute call with co-founder#J-*****-Ljbffr