Customer Programme Manager

• Be the permanent owner of the customer experience from the final stages of a sales deal through installation, go-live, and long-term operations as the single point of accountability for how the customer feels about Greyparrot. • Coordinate internal teams including Implementation, Customer Ops, Support, and Sales, tracking what is happening and making sure nothing falls through the cracks. • Help define how this new role will look and grow into the future as the team scales.

• Bring 4–8 years of experience in customer success, customer project management, or a delivery-focused role where rigour and follow-through were core to the job. • Have a background in a business that sells into physical operations such as recycling, waste management, logistics, or manufacturing, understanding the complexity of deploying technology into live environments. • Have exposure to SaaS or hardware-plus-software products alongside that physical world context, being comfortable with data flows, technical stakeholders, and software-driven reporting. • Have commercial instinct, able to read a customer situation, understand what they actually need, and manage expectations without over-promising. • Be an excellent communicator across written updates, customer calls, and exec-level QBRs where customers trust you and internal teams know exactly where things stand. • Read the strategic importance of a situation without being told, giving the biggest customer meeting of the quarter your full attention well in advance. • Never let things slip, with follow-through being non-negotiable, building systems to ensure it. • Be comfortable operating without a defined playbook and confident building one. • Have experience working across EMEA markets, comfortable with the commercial, cultural, and operational differences between EU countries.

• Have direct experience in recycling, waste, or the circular economy. • Hold formal project management methodology credentials such as PMP, PRINCE2, or APM. • Have experience in a scale-up where the process did not yet exist when you arrived. • Have familiarity with CRM and project tools such as HubSpot, Salesforce, Jira, Monday, or similar. • Speak a second EU language, with French preferred.

• Maintain a clear picture of every active customer's journey so that Operations, Implementation, Support, and Sales can see account status, open issues, and health at any point without having to ask. • Ensure that by the time a contract is signed, the information required to begin delivery is captured and shared, with clean sales-to-ops handovers and flagging of deals structured in ways that create downstream problems. • Own the customer's experience of implementation, making sure timelines are visible, risks are flagged before they land on the customer, and the customer is never left wondering what is happening. • Own the internal preparation for every significant customer moment including QBRs, large site visits, renewal meetings, and prospective customer evaluations. • Ensure Sales walks into every renewal conversation with a full picture of account health including usage, sentiment, open issues, and relationship context, flagging drifting accounts early and surfacing expansion signals promptly. • Build the processes, playbooks, and tracking systems underpinning customer management so they are documented, repeatable, and scalable as the customer base grows.

• Work hybrid from the London office. • Join a pioneering AI company tackling the global waste crisis. • Help define a new role with scope to shape how the customer function grows. • Work across EMEA markets with large, complex organisations.

Greyparrot is on a mission to solve the global waste crisis by introducing transparency and automation to a traditionally opaque sector. As the pioneer of AI-powered waste intelligence, the company's technology processes billions of waste objects, turning trash into actionable data. Through a hardware-enabled SaaS model comprising the Greyparrot Analyzer and Deepnest packaging intelligence platform, the company empowers recycling facilities, FMCG giants, and global regulators to track packaging performance, maximise recovery, and turn circular economy aspirations into reality.