Wazoku – Customer Success Manager, London

Job Description

About You

You are dynamic, detailed oriented, passionate about Innovation, and tech-savvy, you have strong project management skills and thrive in high-pressure environments, you are a thoughtful professional who builds strong relationships with ease. If that describes you and you meet our requirements outlined below, then we’d love to hear from you.

About the role

As an Innovation Consultant, you will be part of our team expansion and look after our Enterprise Customers, ensuring they implement robust innovation processes by using Wazoku’s products and services. You will report to our Customer Delivery Team Lead.

About Wazoku

Will you help to provide clean water to schools in Mexico? To find a better solution to protect astronauts? To invent the next multi-billion market breakthrough? At Wazoku, that’s exactly what we achieve as we; change the world, one idea at a time.

We do this through our enterprise innovation platform that helps organizations to find that one person who has that one idea wherever they are to solve their smallest to biggest problems to generate solutions that truly change the world. We work with Global 2000 organizations from the likes of NASA to Nissan and GSK, helping them discover new products and services, continuous improvements, but also ways to sustain our planet.

Wouldn’t you want to be part of this? To be involved in a new breakthrough idea that helped change the world into a better place? If so – we would love to hear from you.

Responsibilities:

Innovation Consultant:

• Manage the end-to-end delivery of Innovation projects which help increase engagement, create value, and build Wazoku advocates.
• Deliver a broad range of projects across your portfolio of clients. This might be anything from the implementation of a new platform to the onboarding of a new program lead.
• Advise customers on how to build robust Innovation Systems in complex, multi-national organizations which support innovation at scale and create sustained value.
• Advise customers on Challenge-Driven Innovation and crowdsourced innovation best practices by delivering workshops, webinars, and writing blog posts.
• Design a success plan for your accounts with clear Objectives and KPIs which increases an organisation’s capacity for innovation.

Relationship Manager:

• Focus on the retention of existing accounts by maintaining day-to-day client relationships and ensuring client satisfaction
• Work as part of an account team to forecast retention and upsell opportunities in your customer base and support sales and account management to deliver these.
• Identify and communicate to the account team any risks, threats, and opportunities associated with renewal.
• Manage a portfolio of accounts across a range of sectors/industries, demonstrating strong relationships with personnel and the risks, threats, and opportunities associated with these.
• Communicate complex matters clearly and concisely to clients and participate in client calls and meetings, as necessary.
• Work with clients to understand sentiment and foster trust in expertise.
• Handle issue resolution swiftly and collaboratively.
• Nurture the network of Wazoku Advocates to promote the benefits of using Challenge-Driven Innovation methodology and Open Innovation, implementing innovation processes, and using Wazoku’s products and services across the organization.

Requirements

• Client management experience at a SaaS company, agency, or management consultancy preferred.
• Experience working with Enterprise customers and navigating vast organizations with multiple stakeholders in multiple departments.
• Strong technical aptitude, communication skills, a curious mindset, and attention to detail.
• Excellent interpersonal skills. Ability to build relationships and become a trusted advisor.
• Comfortable working in a high velocity and sometimes ambiguous environment (we’re scaling at speed!)
• Experience in Idea Management or Innovation software is preferred.

Benefits

Although we work hard, we also recognize the importance of maintaining a proper integration of work/life priorities and providing a culture that encourages creativity and productivity including:

• A flexible holiday policy that recognizes employees are best able to determine when and how often they need to take time off to recharge their batteries, while still meeting their performance objectives
• Health, Dental, and Vision Insurance
• Excellent Parental leave policies to support our working parents through all stages of their lives and careers, including 26 weeks of maternity and adoption leave, and 8 weeks of paternity leave.
• Flexible working including remote/hybrid working and flexible hours (to be agreed with management)
• December one week shut down over the holiday period
• Salary Sacrifice Pension scheme – we match up to 5%
• Complimentary Mental health service – We are partnered with InsideOut, an on-demand mental health platform, dedicated to breaking down social stigma and opening up the mental health conversation. Everyone has mental health and we couldn’t support their mission more. Employees can join at any time
• Social Events – Including company offsites, summer & holiday parties, charity engagements and more
• Great vouchers and offers through our Thanks Ben platform
• £30 per month to spend on your own personal Health and Wellbeing
• Birthday Day Off
• 10 days of paid sick leave per year