Customer Success Manager

ABOUT ZOOMO

At Zoomo, we’re pedalling hard for net-Zero, and our vision is to transition every urban delivery mile to light-electric vehicles. The world is shifting to on-demand delivery and we’re providing the wheels to make it happen. Zoomo is the world’s leading provider of e-bikes for delivery, we’re a fast growing start-up with operations in the US, UK, France, Spain, Germany , Australia and we’re just getting started. We’ve raised >US$50m and are a trusted partner to some of the world’s most innovative companies including Uber, Doordash, Gorillas and Getir. And now we’re looking for more passionate self-starters to grow with us. Expect to join a fast paced and supportive environment where opportunities are unlimited and your career development is our priority.

THE ROLE

The Customer Success Manager will be joining our small but growing Customer Success team who are responsible for building our fastest growing vertical - Zoomo Enterprise. As we are a small team this role will support the US Enterprise Manager in everything from after-sales support, account management and most importantly, ensuring the long-term success of our Enterprise 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 Amazon for fleet sales. This is an exciting opportunity to be at the heart of the fast-moving grocery delivery space in New York!

You will apply your experience in operations, customer success management, partnerships, and growth strategy, to help drive Enterprise growth in the US. As a data-driven, flexible and creative cross-functional individual, you’ll be supporting the strategy and execution of Enterprise growth, working with central teams on everything from online experiences, price/position, product structure and hardware choices.

We’re looking for someone experienced in Customer Success, Account Management and a bonus, Operations, with an entrepreneurial drive. You will have to manage our existing relationships by delivering operational excellence. We have some wonderful new customers that you will be responsible for managing. Our business is very operational, and our clients are demanding - they will need a lot of support from you. You will execute against an existing playbook we have developed for your market and you will be helping improve that playbook and create new ones. 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. You will be one of the first hires of your kind in the market and as such will have high growth opportunities but also great responsibilities such as:

• Implement Zoomo's operations playbook
• Ensure that our central teams have the latest feedback from our Enterprise customers
• Support the development and operationalisation of Enterprise products and services, especially interacting with our Fleet team
• Be responsible for after-sales support and our customers' success
• Present to prospective clients (both face-to-face and digitally)
• Accelerate sales through education and engagement
• Develop and own long-term strategic relationships with key accounts
• Represent Zoomo in key discussions

Requirements

• 2-3+ years in customer facing and / or customer success management experience
• 2-3+ years of relevant experience in selling products and services into new markets or in an operational role
• Experience selling to restaurant chains and / or last mile logistics companies is preferred
• Start-up experience is valuable.
• Exceptional communication and organizational skills, both within Zoomo and with external accounts. Able to communicate and listen effectively; great written, verbal and presentation skills
• Self-starter mentality. Excited by a growth environment and willing to try new strategies while keeping the focus on achieving results. Focus on getting things done without needing to rely on established processes
• Analytical thinking. Data-driven mentality and strong business judgment. Able to roll up your sleeves and analyze the data and pull key insights
• Strong interpersonal skills. Able to build and manage strong relationships with their team, cross-functional colleagues, and external partners
• Alignment with Zoomo’s vision and purpose

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
• Resilience - able to handle set backs with customers and customer demands then enthusiastically turn them into wins
• Analytical - able to ‘think big’ as well as execute ‘on-the-fly’
• Empathetic to customer - emphasis on the success of our clients
• 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:

• Competitive salary on offer, plus equity options.
• Flexible working hours and a hybrid remote/office work model.
• Tech Allowance for BYO device
• Monthly Wellbeing Allowance
• Complimentary E-bike* upon availability
• 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