Global Customer Success Manager

OUR STORY

Founded in Sydney in 2017, as a side hustle, co-founders Mina and Michael went full time in 2019 and in the short period since, Zoomo has raised over $16M and built world leading utility e-bikes and a disruptive business model for their distribution and maintenance. We're a fast growing tech start up with a global footprint across the US, Australia, and the UK and are now the trusted partner of some of the world's leading companies like Uber, DoorDash, Dexus and many more.

OUR PURPOSE

We are transitioning billions of urban miles from bikes, cars and trucks to smart e-bikes. eBikes are more efficient, more sustainable and now, easily accessible.

OUR VALUES

We move fast and score goals. We seek honest feedback. And we respect the individual.

THE ROLE

As the first Global Customer Success manager, you will be responsible for driving the strategy and program management of what Customer Success means at Zoomo for our new and rapidly growing Enterprise business.

You will partner closely with your operational and account manager stakeholders located across multiple markets to understand enterprise customer requirements and implement programs, policies and procedures that enable local markets to successfully onboard, manage and grow customer relationships.

The ideal candidate is a high-energy, driven individual with an understanding of how to setup Customer Success function, systems and processes in an operationally-intense, fast-paced and dynamic environment.

RESPONSIBILITIES:

Core responsibilities will be to setup and implement a Global Customer Success strategy for our enterprise business, to support a 10x growth in fleet size primarily driven by the growth in enterprise customers. The role will be initially focused on the following areas:

• Customer Onboarding and Training: Develop, implement and maintain an Enterprise Customer onboarding and training program for new and existing Zoomo customers.
• Cross-Functional Program Implementation: Understand post-onboarding customer requirements (i.e. clear monthly reporting, understanding of invoices and billing, communication channels) and be the voice of the Enterprise Customer, working with cross-functional stakeholders to ensure Zoomo has the products and systems in place to deliver outstanding customer experience
• Local Market Enablement: Understand the local market pain points for Account Managers and build internal processes and tools to simplify workstreams, and provide internal training to increase local market effectiveness.

Requirements

WHAT WE LOOK FOR:

• Bachelor's degree, with at least 3-5 years experience in related functions such as customer success or enterprise operations
• Experience working closely with Product (Software / Hardware) functions to turn customer feedback and insights into action and outcomes
• Experience with Customer Success or Enterprise Operations enablement best practices
• Experience working with and supporting global teams
• Demonstrated ability to scope, setup and drive cross-functional projects
• Owners mindset and an ability to take initiative in a constantly-changing work environment
• Track record of building things from the beginning and getting things done
• Excellent communication with the ability to engage and align internal stakeholders
• Strong attention to detail
• Relevant industry (startup, bike, automotive, mobility, technology) experience advantageous

Benefits

You will get exposure to many technologies, and be around some very talented people in a highly collaborative space. We are looking for exceptional people and will offer a package and environment to match.

• Jumping aboard a rocket ship at the ground floor
• Working at a well-funded start-up with a strong management team and global presence
• The chance to be part of an organisation in hyper-growth with plenty of opportunity for personal development
• Flexible workplace with a team of extraordinary, motivated and fun co-workers
• Autonomy and ownership of the work you do, with flexible hours
• The full support of an experienced management team in helping you meet your targets and your professional development goals
• Attractive remuneration package and benefits
• Expect autonomy and responsibility, solving problems you've never imagined even existed, at high pace