Customer Success Manager (Mandarin speaker required)

About us

Food 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 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 70 countries around the world supported by our offices in London, Dubai, Singapore, Cluj-Napoca (Romania) and Chicago. We are a rapidly growing 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 has now worked with hundreds of sites to reduce food waste, including 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 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:

Equal 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.

People and planet positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.

This is an opportunity to join an exciting organisation and help us propel our growth at what are truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.

About the operations team

The Operations team are responsible for the on-boarding and implementation of our technology across new customers, as well as ensuring on-going success once the system is up and running on client sites. The goal – successful pilots with early clients, such that they quickly become key clients deploying our technology on a national and international scale.

The team manage the processes, systems and controls which enable our business to successfully scale and grow. The team continually review these processes to provide innovative enhancements to achieve operational excellence, which in turn enable the company to meet its strategic objectives.

Our Operations team consist of over 25 colleagues who are based in London, Dubai, Singapore and the US.

About the role

As a Customer Success Manager, you will be responsible for providing our clients with an extraordinary experience. You will be responsible for managing project plans, helping our clients to on-board, implement the solution, drive reductions and sustain change using our systems.

The role will require travel across the region to client sites, including international trips, which means that you will need to be someone who is comfortable and able to travel as needed. The role also requires periodic travel to our regional headquarters in Singapore - typically once a month. When not traveling or visiting clients, this role will require you to work from home, so you will need a home office or similar set-up that will accommodate frequent work from home.

Key objectives

The full scope of your role will be discussed in detail at the interview, however typical tasks might include:

• Build strong relationships with clients ensuring they are bought into making Winnow system successful
• Understand clients’ current situation and needs to tailor the best solutions for them
• Take a consultative approach to keep clients engaged in utilising Winnow system to manage their food waste reduction
• Proactively analyse client reports and troubleshoot with the client where needed
• Manage KPIs jointly with the client and Winnow's senior team members to ensure that the system is delivering a strong business case, implementing changes where necessary
• Collaborate closely with internal teams in different department (Product, Finance, Customers Support, etc.)
• Take initiatives to improve internal processes and procedures (in line with Winnow Int’l)

Education and experience

• Candidates are at least degree educated from a reputable university
• You should have at least 3-5 years working experience, ideally in operations
• Ideal candidate would have exposure to hospitality industry and/or SaaS companies
• You should be a familiar and competent user of Google applications and Microsoft Office
• You will have excellent verbal and written Mandarin and English language skills (Spoken Cantonese is a bonus)

Personal Attributes:

• You are comfortable taking ownership and accountability for your work whilst working effectively as part of a larger team
• You are confident to communicate with clients over the phone or face to face in a professional manner
• You have strong analytical skills and are comfortable dealing with a large amount of data on a daily basis
• You are diligent and always thrive for high quality delivery of tasks in a timely manner
• You have excellent attention to detail
• You are able to effectively prioritize own tasks and manage multiple tasks in parallel
• You are a problem solver, is able to identify the root cause and provide feasible solutions
• You are transparent and act with integrity at all times
• You share our belief that collaboration is critical in to achieving our mission. You are passionate on solving the food waste issue
• You are excited by the opportunities and challenges of working in the fast-paced environment of a start up

• Competitive base salary
• Company stock options package
• Eligible for discretionary Customer Success discretionary bonus scheme
• 20 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave
• 2 Wellness hours per month
• Company part-funded health insurance and eye care allowance
• Life insurance (3 times base salary)
• Employee Assistance Programme - 24/7 helpline for your wellbeing
• Learning and development allowance
• Early Finish Fridays - log off at 3 PM on a Friday if you have completed your tasks by then
• You will love what you do – waking up every day solving one of the biggest social problems of our generation - food waste
• Committed team members with broad experience who share a common passion to build a world class business