Senior Customer Programme Manager

Who you are

• 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. You can talk through what you built, what you got wrong, and what you would do differently
• 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. You write clearly and communicate well: customers trust you and internal teams know exactly where things stand
• 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
• 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

What the job involves

• 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 feels 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
• Reporting to: VP Operations
• 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
• 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. Nothing lives in your head or your inbox
• The EMEA customer picture the leadership team works from is yours, and you present it to them directly: where we are exposed, which renewals are at risk, what we are getting wrong and what you are doing about it
• 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. You develop playbooks that ensure a new person joining Operations can pick up an account and know exactly how we work. The model gets better because you keep improving it, not because someone asks you to
• By the time a contract is signed, everything needed to begin delivery is captured and shared, and the handover from Sales is clean. Where a deal is being structured in a way that will create downstream problems, you say so before the ink is dry. You have the standing to make that stick
• Timelines are visible. Risks reach the customer from us, early, before they land as surprises. Once live, you are already across it when a unit goes down, when site data is needed, when a visit is required - the right team is engaged and the customer is informed. When something does go wrong, you decide how we respond and what we commit to, before the customer has to chase us
• For any high-stakes interaction - business reviews, a large site visit, a renewal meeting, a prospective customer evaluation - you own the internal preparation. The right people are briefed. Alignment happens before the customer meeting, not during it. Greyparrot shows up coordinated, with one voice, and nobody is fielding questions they should have anticipated
• You own a continuous, evidenced picture of account health - usage, sentiment, open issues, stakeholder engagement, adoption - and you define how it is measured. You maintain that picture and brief Sales well ahead of time. When an account is drifting, you flag it early enough that something can still be done. When you see an expansion signal - a new site, a customer scaling up, a stakeholder asking what else is possible - you bring it to Sales while it is still live. Renewals are an outcome of good programme management, not a separate scramble
• ---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. You have identified the two or three things that most need to change and you are already changing one of them
• 6 months. The first version of the operating model is live and people are working to it. Customers are not surprised. Issues are being resolved before they escalate. Sales has what it needs for the renewals coming up, from you, ahead of time
• 1 year. Customers escalate to you because they trust the answer they get. Implementation, Sales and Support run to standards you set. The model is documented, in use and improving, and processes work without you needing to be there. Product has shipped something because of what you brought back from the field

Benefits

• 🏡Customised Hybrid Working: Enjoy the flexibility of a personalised work arrangement between the office and home at you and your team's discretion, depending on the role
• 📈Employee Stock Option Scheme: Be part of our success and share in the growth with stock options
• 🏖️25 Days Holiday + BH (UK employees only): Embrace a generous annual leave, with 25 days plus bank holidays to recharge and rejuvenate. Additionally, carry over up to 3 unused holiday days each new year
• 👶Enhanced Parental Leave: Experience comprehensive support with enhanced maternity, paternity, adoption, or shared parental leave
• 🚴 Cycling Benefits: Take advantage of our cycle to work scheme, allowing you to purchase a bicycle through salary sacrifice, saving at least 26%, or opt to rent a bicycle for up to 12 months
• 💼 Home Office Budget: Enhance your remote work setup with a yearly budget of £500 dedicated to equipping your home office with the tools and resources you need for optimal productivity
• 🧘‍♂️1-1 Mental Health Support: Prioritise your mental well-being with personalized support and 1-1 therapy provided by Spill
• 🎓Learning and Development Budget: Invest in your professional growth with a dedicated budget and support from Sunlight for £500 per year
• ☀️Summer Friday Half-Days: Celebrate the warmer months with Friday half-days
• 🍏Unlimited Healthy Snacks: Fuel your day with a variety of fresh fruit, tea, coffee, and healthy snacks every time you’re in the office
• 💰Competitive Salary: Salary band available upon application.
• 🌍Nomad Working: Immerse yourself in the freedom of nomadic work with our 12-day allowance, in your chosen remote locations (within a 2hr Time Zone).