recruitee
Senior Customer Programme Manager
Greyparrot
London, GBR
Full-time
Onsite
Discovered 2 weeks ago
Customer programme managementB2B customer relationship managementOperating model designPlaybook developmentKey metrics and SLAsRenewal and expansion management
Free
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Customer programme managementB2B customer relationship managementOperating model design
Role Overview
Own customer experience from the final stages of a sales deal through installation, go-live, and long-term operations.
Own customer programmes, accounts, and the operating model across EMEA.
The role combines hands-on operational work with strategic operating-model design.
Key Skills for This Role
Customer programme managementB2B customer relationship managementOperating model designPlaybook developmentKey metrics and SLAsRenewal and expansion management
Full Job Posting
About the role
Own customer experience from the final stages of a sales deal through installation, go-live, and long-term operations.
Own customer programmes, accounts, and the operating model across EMEA.
The role combines hands-on operational work with strategic operating-model design.
Location and reporting
- The role is based in London with at least one day per week in the London office, or in the EU with one day per month in London.
- The role reports to the VP Operations and works with a counterpart covering the US.
Core responsibilities
- Build operating models, playbooks, key metrics, and SLAs for customer programmes.
- Maintain a visible picture of customer journeys, account health, risks, and ownership.
- Coordinate Implementation, Customer Operations, Support, Sales, and Product around customer needs.
- Manage escalations, renewals, expansion signals, and preparation for high-stakes customer interactions.
Essential experience
- Significant experience owning complex, high-value B2B customer relationships with accountability for outcomes.
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