Enterprise Customer Success Manager Germany (m/f/d)

We are looking for an ambitious and talented Customer Success Manager to look after our key customer relationships within the food and grocery delivery space. Expect to join a fast-paced environment where opportunities are big and career development important. This is your chance to work with some amazing people while ensuring the world is a better place. You’ll report directly to the GM and work closely with the European and global teams.

ABOUT ZOOMO

We are Zoomo, a Sydney-based tech platform providing smart Light Electric Vehicles (LEVs) and after-sales servicing for commercial and logistics customers. Our fleet is spread across the globe in Australia, the US, and the UK, and we are continuing to expand! We are the trusted partner to some of the world's leading and most innovative companies like Gorillas, Uber, DoorDash, Domino’s, Lieferando, Getir, and many more.

Our best-in-class Ebikes have now landed in Germany and our goal is to take the market and help our quick commerce (food and groceries delivery) clients scale quickly and sustainably.

THE ROLE

Reporting directly to the GM, you will be our first team member in Germany to fully focus on our clients and their success. You will support the GM in everything from after-sales support, account management and ensuring the long term success of our B2B accounts. No job should be too small - running across the city to help a customer with a technical bike problem, or too big - negotiating with Gorillas for fleet sales. This is an exciting opportunity to be at the heart of the fast-moving food & grocery delivery space in Germany.

You will apply your experience in operations, account management, partnerships, and growth strategy, to help drive our business in Germany. As a customer-obsessed, entrepreneurial and creative cross-functional individual, you’ll be working with our EU & global teams to make sure that the voice of the customer is deeply embedded into our product & service offering.

If you’re looking for ownership and the opportunity to deliver operations, build relationships, and sell on the side, then this role is for you.

Key Responsibilities

• Lead the post-sale engagement, support and growth of our key accounts, partnering closely with the GM
• Support expansion of your accounts – identify opportunities, drive business outcomes, ensure customers are successful
• Serve as a trusted vehicle & service advisor to the customer and educate them on the use and benefits of our products
• Drive overall account health including SLA-compliance, cost optimization, usage, account expansion, and customer satisfaction
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product, Operations, Service, Marketing, and Sales on the innovation and improvement needed to optimize the Zoomo experience
• Support the development and operationalisation of B2B products and services
• Develop long-term strategic relationships with key accounts
• Represent Zoomo in key discussions

Requirements

• 2-3+ years of relevant experience in managing clients or selling products and services into new markets
• Exceptional communication and organizational skills, both within Zoomo and with external accounts. Able to communicate and listen effectively; great written, verbal and presentation skills
• Strong interpersonal skills. Able to build and manage strong relationships with their team, cross-functional colleagues, and external partners
• Experience handling fast-moving or challenging customers or situations and demonstrating resolutions
• Strong analytical skills and operating rigor
• Experience working within mobility, logistics or delivery is preferred
• Start-up experience is valuable.
• Fluent English, some German is preferred
  

Traits that we are looking for

• Proactive and passionate self-starter with bias towards action and constant prioritization.
• Track record of “getting things done , Know when you have enough insight to make-a-call and apply the 80 / 20 rule – rapid high-quality decisions
• Analytical - Able to ‘think big’ as well as execute ‘on-the-fly’
• Strategic thinker - Can stay one step ahead when thinking about the impact of the changes
• Adaptable fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness.
• Can build “stuff” - approaches, processes, tools and change methodologies
• Inquisitive - infectiously curious, thoughtful and happy to question the status-quo
• Has fun and enjoys working in a collaborative environment.

Benefits

At Zoomo, we celebrate diversity and are committed to creating an inclusive environment and equal opportunities. We offer you the chance to be part of an organisation in hyper-growth mode with plenty of opportunities for personal development, including:

• Base circa. €48,000 (depending on experience) plus bonus and equity options.
• Flexible working hours and a hybrid remote/office work model.
• Tech Allowance for BYO device
• Monthly Wellbeing Allowance
• Pet-friendly office at HQ
• The chance to be part of an organisation in hyper-growth with plenty of opportunity for personal development
• The full support of an experienced management team in helping you meet your targets and your professional development goals

Zoomo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.