At a Glance
- Tasks: Lead customer implementations and ensure smooth transitions to our AI-powered procurement platform.
- Company: Join a fast-scaling innovator transforming procurement with cutting-edge AI technology.
- Benefits: Competitive salary, equity options, private medical insurance, and generous leave policies.
- Other info: Work in a multicultural environment with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team shaping the future of procurement in a rapidly growing startup.
- Qualifications: Master’s degree and 6-8 years in project management with SaaS experience for large enterprises.
The predicted salary is between 60000 - 75000 £ per year.
About us
Every company that scales lives or dies by its procurement function. It manages the vendor relationships that keep operations running, the financial guardrails that prevent overspend, and the supply chain resilience that determines whether a company survives a crisis or folds under one. And yet, the people doing this work spend 80% of their time in spreadsheets. Not because they lack ambition, but because the tools haven't changed in 25 years.
Pivot is building the AI operating system for procurement: enterprise-grade infrastructure that hands the manual grind to AI agents so procurement teams can do what they were actually hired to do, shape the strategic future of their companies. Our platform combines intake, approvals, vendor management, invoice matching, and ERP integrations in a single AI-native platform. We've lived this frustration firsthand. We built Pivot because we couldn't find what we needed, and because we believe procurement shouldn't be the last function to enter the AI era. It should be the first.
The adventure started mid-2023 with three founders, former C-levels from fintech unicorns (Qonto and Swile) and highly experienced engineers from top-notch tech companies. We’ve since raised $40M in a Series B round, totaling our funding to $70M, coming from tier-1 investors. We’ve built a team of 70, are operating across 25+ countries, and are trusted by enterprise leaders like DoorDash, Lemonade, Wolt, and Flix.
We're looking for smart, execution-driven people who care about building something exceptional.
Your role
Join us as a Customer Operations Manager and lead the delivery of Pivot’s implementation for Enterprise customers. You will combine structured problem-solving, stakeholder management, and AI-enabled delivery to accelerate time-to-value.
Key responsibilities
- Pre-sales engagement: Partner with the Sales team during the pre-sales phase on implementation scope and timeline questions, helping shape realistic delivery commitments before deals close.
- Post-sales engagement: Tailored client set-up: capture new Enterprise client needs and data to design bespoke configurations, ensuring our solution meets the complex requirements of clients with 5,000+ employees.
- Own end-to-end delivery of Pivot’s implementation.
- Configure Pivot platform based on clients' context and set up all the required integrations (e.g., HRIS, ERP) - with support from the tech team.
- Structure complex business problems into tailored and scalable solutions.
- Lead executive workshops (Procurement and Finance Directors).
- Coordinate cross-functional teams (Tech, Product, CSM) on integrations and custom workflows.
- Conduct onboarding sessions and comprehensive training for users, making their transition to our platform as smooth as possible.
- Product collaboration: Act as the voice of our customers within the company, leveraging insights to steer the development of new features and product improvements.
- Process building and documentation: Innovate and refine scalable operations processes and documentation that grow with our client base, maintaining efficiency and quality.
Your Mindset
- A relentless doer who prioritises customer success above all.
- A solver who sees every challenge as an opportunity.
- A relationship builder who values strong connections with customers.
- A growth-minded individual eager to scale with a dynamic company.
- A team player keen on collaborating closely with product and engineering to shape our future.
Requirements
- You have a Master’s Degree in Business or Engineering.
- You have 6/8 years of experience in project management within a scale-up or consulting firm.
- You have experience in deploying SaaS solutions for Enterprise clients (5,000+ employees) with complex, tailored configurations.
- You have excellent communication & presentation skills and strong client-facing & project management skills.
- You are proactive, able to prioritise, and willing to thrive in our rapidly growing startup environment and contribute energetically to our collective success.
- You have a strong passion for ensuring customer success, with a keen focus on quickly delivering and maintaining exceptional standards.
- You pay close attention to details, are an excellent listener, and a valuable team member.
- You build trusted relationships with a deep sense of empathy and dedication.
- You are able to adapt to a rapidly changing product and respond strategically to customer needs.
- You are a native English speaker.
Nice to have: familiarity with AI tools and no-code platforms (e.g., N8N).
What you will get (London)
- A competitive salary package plus equity (ESOP).
- Pension plan.
- Private medical insurance.
- 25 days of annual leave + 8 public holidays.
- Enhanced sick leave.
- 2 days of remote work per week.
- The richness of a multicultural and international team (more than 15 nationalities).
- A unique chance to grow with a fast-scaling innovator.
Customer Operations Manager - Native English speaker I London employer: Pivot
Pivot is an exceptional employer that fosters a dynamic and collaborative work culture, ideal for those looking to make a significant impact in the enterprise sales landscape. With a strong focus on employee growth, we offer competitive salaries, equity options, and comprehensive benefits, all while being part of a fast-paced startup environment in the vibrant Barbican area of London. Join us to be part of a team that values excellence, innovation, and the pursuit of meaningful solutions in procurement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager - Native English speaker I London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pivot. 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 Pivot 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 Customer Operations Manager - Native English speaker I London
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 Pivot:Your cover letter is your chance to shine! Tell us why you want to work at Pivot 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 Pivot!
How to prepare for a job interview at Pivot
✨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.
