At a Glance
- Tasks: Lead customer programmes across EMEA, ensuring smooth operations and excellent customer experiences.
- Company: Join Greyparrot, a pioneering tech company tackling the global waste crisis with AI and computer vision.
- Benefits: Flexible working options, competitive salary, and opportunities for professional growth.
- Other info: Be part of a passionate team dedicated to transforming waste management and sustainability.
- Why this job: Make a real impact in the recycling industry while shaping customer success strategies.
- Qualifications: Proven experience in managing complex B2B customer relationships and operational structures.
The predicted salary is between 60750 - 74250 £ per year.
Reporting to: VP Operations
Location: London (with at least one day per week in our London office) or EU (with one day per month in London)
Greyparrot is building the intelligence layer for the global recycling industry - combining computer vision, AI, and hardware to give waste operators real-time visibility into their material streams. Our customers are large, complex organisations: materials recovery facilities, waste management groups, and municipalities across Europe and beyond.
Deploying our technology is not straightforward. It involves physical hardware going into live operational sites, layered with software and data that customers rely on indefinitely. The customer journey does not end at go-live - it runs for the lifetime of the contract, and it requires active, structured management throughout.
The Senior Programme Manager will own our customer experience. From the final stages of a sales deal through installation, go-live, and long-term operations - you are responsible for how our customers feel about Greyparrot. You pull in the right internal teams at the right moments - Implementation, Customer Ops, Support, Sales - track what is happening, and make sure nothing falls through the cracks. You ensure that our customers are informed, supported, and running well.
This is a new role for the business, as our team is growing, so you will have remit to help - along with other team members moving into similar roles - define how this position will look and grow into the future.
About the Role
This role is an opportunity to define how we look after our customers at Greyparrot. You will build and run the operational structures that support our live customer programmes across EMEA. You will need to build out our operating model, playbooks, key metrics and SLAs, while looking after our accounts, escalations and renewals. It’s a role that requires you to be both hands-on and strategic, often in the same morning.
You’ll be working alongside a passionate and motivated group of peers, pulling them in to support our customers when needed to make sure nothing falls through the cracks. You will be responsible for our largest EMEA accounts. You will report to the VP Operations and work alongside a counterpart covering the US, with scope to define how this function looks across both regions.
Mission
Own the customer programme across EMEA, the accounts and the operating model behind them, so that every Greyparrot customer knows where they stand, gets value from the data they are paying for, and never has to chase us.
Outcomes
- Everyone always knows where every customer stands. Every active customer has a current, visible picture of their journey: what has happened, what is coming, who owns what, how healthy they are. Operations, Implementation, Support and Sales read it themselves rather than asking you. You own the systems that make this true, and you own the standard that keeps them current.
- The function has the foundations to scale. You define the operating model: the stages of the customer journey, what happens at each one, who owns it, what gets measured, and what ‘healthy’ means. You decide what good looks like here, and ensure that as the customer base grows, quality does not degrade.
- Deals are signed in a shape we can deliver. By the time a contract is signed, everything needed to begin delivery is captured and shared, and the handover from Sales is clean.
- Customers experience a smooth journey from day one. Timelines are visible. Risks reach the customer from us, early, before they land as surprises.
- Every significant customer moment is prepared for. For any high-stakes interaction - business reviews, a large site visit, a renewal meeting, a prospective customer evaluation - you own the internal preparation.
- Renewals are never a surprise. You own a continuous, evidenced picture of account health - usage, sentiment, open issues, stakeholder engagement, adoption - and you define how it is measured.
Experience and background
Essential experience
- Significant experience owning complex, high-value B2B customer relationships where you were accountable for the outcome.
- You have built something structural that outlasted you - a function, an operating model, a playbook, a set of standards - in a business where it did not exist before.
- Comfortable across hardware and software. Data flows, technical stakeholders, software-driven reporting - you can hold a credible conversation in all three without needing an engineer in the room.
- Commercial judgement. You have co-owned renewal and expansion conversations with Sales, read situations accurately, and managed expectations without over-promising.
- Credibility with senior stakeholders. You have run QBRs with commercial framing and held exec-level relationships on the customer side.
- Comfortable operating without a playbook, in a small team with real ambiguity.
- Experience across EMEA markets and how commercial and operational practice differs between EU countries.
Desirable experience
- A background delivering into live physical operations - recycling, waste, logistics, manufacturing, energy, industrial technology, or similar.
- Formal programme management methodology (PMP, PRINCE2, APM). How you apply it matters more than the certificate.
- Experience in a scale-up between roughly Series A and C, where the process did not yet exist when you arrived.
- A second EU language, French preferred. English is the primary working language of the role and the business.
Where this role might not suit you
We would rather set this out now: If you want the process to already exist. For the first six months, the honest answer to "what's the process for this?" will often be "you tell us".
If your instinct on receiving a problem is to work out who to route it to. Here, the accountability stops with you.
If you are looking for a purely strategic role. There is real operational work in this, some of it unglamorous, and it does not stop once the playbook is written.
If you need formal authority to act. You will work with Implementation, Support, Sales and Product without managing any of them.
If you are early in your customer-facing career. We have levelled this as a senior role with genuine decision rights.
What success looks like
- 90 days. You have a current, evidenced picture of every active EMEA account and you have made your own assessment of where we are weakest.
- 6 months. The first version of the operating model is live and people are working to it.
- 1 year. Customers escape to you because they trust the answer they get.
About Greyparrot
The world is in a waste crisis. Currently we produce 2.1 billion tons of solid waste per year. Data collection of the waste we produce is non-existent, meaning no systematic transparency and no accountability. Our mission is to digital waste flows to accelerate the circular economy.
Senior Customer Programme Manager employer: Greyparrot
Greyparrot is an exceptional employer, offering a dynamic work environment in London that fosters innovation and collaboration. With a strong focus on employee growth, you will have the opportunity to shape the future of customer experience in the recycling industry while working alongside passionate colleagues. The company's commitment to sustainability and cutting-edge technology not only makes your work meaningful but also positions you at the forefront of a critical global mission.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Programme Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Greyparrot. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Greyparrot before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Programme Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Greyparrot:Your cover letter is your chance to shine! Tell us why you want to work at Greyparrot specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Greyparrot!
How to prepare for a job interview at Greyparrot
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
