Senior Customer Programme Manager

• Join Greyparrot, the company building the intelligence layer for the global recycling industry, in a hybrid role based in London or the EU. • Own the customer experience across EMEA, from the final stages of a sale through installation, go-live and long-term operations. • Look after the largest EMEA accounts, including escalations and renewals. • Build the operating model, playbooks, key metrics and SLAs for a brand-new function. • Report to the VP Operations and work alongside a US counterpart. • Visit the London office at least one day a week, or one day a month if you are based in the EU.

• Bring significant experience owning complex, high-value B2B customer relationships with accountability for outcomes. • Show that you have built something structural, such as a function, operating model or playbook, where none existed before. • Work comfortably across hardware and software, including data flows and technical stakeholders. • Apply commercial judgement, having co-owned renewal and expansion conversations with Sales. • Run QBRs with commercial framing and hold executive-level customer relationships. • Write clearly and communicate well with customers and internal teams. • Operate without a playbook in a small team with real ambiguity. • Bring experience across EMEA markets and how practice differs between EU countries. • Work from the London office at least weekly, or monthly if based in the EU.

• Bring a background delivering into live physical operations such as recycling, waste, logistics, manufacturing or energy. • Hold a formal programme management qualification such as PMP, PRINCE2 or APM. • Show experience in a Series A to C scale-up where processes did not yet exist. • Speak a second EU language.

• Keep a current, visible picture of every active customer’s journey, health and ownership. • Present the EMEA customer picture to leadership, including exposure, renewal risk and fixes. • Define the operating model, customer journey stages, metrics and what healthy means. • Develop playbooks so new team members can pick up an account and know how to work. • Make sure deals are signed in a shape the team can deliver, with clean handovers from Sales. • Keep timelines visible and surface risks to customers early, before they become surprises. • Coordinate Implementation, Customer Ops, Support and Sales when issues arise. • Own internal preparation for business reviews, site visits, renewal meetings and evaluations. • Maintain an evidenced view of account health and brief Sales well ahead of renewals. • Flag drifting accounts early and pass expansion signals to Sales.

• Define how a brand-new customer function works across EMEA and the US. • Work mostly remotely, with light office time in London. • Take real decision rights in a senior role. • Help shape the product with insight from the field. • Join a mission-driven team working to accelerate the circular economy.

Greyparrot builds 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. Its customers include materials recovery facilities, waste management groups and municipalities across Europe and beyond. The company aims to digitise waste flows to accelerate the circular economy.