Customer Success Strategy Manager (H/F)

OUR STORY

At Zoomo, our vision is to decarbonise the last mile delivery space. If you have used Gorillas or Getir delivery, chances are they came to you on our Zoomo bikes!

Expect to join a fast-paced and supportive environment where opportunities are big and career development important. Zoomers represent over 20 nationalities, with our leadership team coming from 8 different cultural backgrounds. You could be working with an ex-scuba instructor and master bakers on one day and an ex-professional basketball player and a rave enthusiast on another. If there is something different about you, you will fit right in.

THE ROLE

One of the reasons Customers choose Zoomo is because they love working with us - we think like them, move as fast as they need us to and are always one step ahead. They love having a dedicated Customer Success Manager and want to be heard.

During Q3 we are looking to hire our first Customer Success Strategy Manager, you will be responsible for defining what Customer Success means at Zoomo and building out a strategy to ensure Customers are successful and being heard in our rapidly growing Enterprise business. You will direct and support Customer Success Managers around the globe, give them and our customers a voice at the executive level, drive best practice and process excellence and manage critical business programs designed to improve the enterprise customer experience.

The ideal candidate is a high-energy, highly process driven and ideally has an understanding of commercial operations 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.

• Voice of customer: Be the voice of the Enterprise Customer, channeling this to the executive team as well as the relevant product, commercial and operations stakeholders to ensure Zoomo is delivering an outstanding customer experience
• Local Market Enablement & Process Excellence: Understand the local market pain points for local Customer Success Managers and build internal processes and tools to simplify workstreams, and provide internal training to increase local market effectiveness.

Cross-Functional Program Implementation: Help the business roll out a plethora of product features and improvements to customers via your highly engaged and capable Customer Success Managers

Requirements

• Bachelor's degree, with at least 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

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
• 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.

#LI-HYBRID