Customer Programme Manager

About the Role

Greyparrot is building 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. Our customers are large, complex organisations: materials recovery facilities, waste management groups, and municipalities across Europe and beyond.

Deploying our technology is not straightforward. It involves physical hardware going into live operational sites, layered with software and data that customers rely on indefinitely. The customer journey does not end at go-live - it runs for the lifetime of the contract, and it requires active, structured management throughout.

The Customer Programme Manager is the permanent owner of the customer experience. From the final stages of a sales deal through installation, go-live, and long-term operations - you are the single point of accountability for how the customer feels about Greyparrot. You do not do the technical work. 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. The goal is always the same: a customer who is 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.

Mission

Ensure every Greyparrot customer has a consistently excellent experience - from pre deal close to renewal and beyond - by owning their journey, coordinating internal teams, and maintaining the rigour that keeps things on track.

Outcomes

These are the results you will be held to. How you achieve them is yours to figure out.

1. Everyone always knows where every customer stands

Every active customer has a clear picture of their journey - what has happened, what is coming, who owns what. Internally, the same is true: Operations, Implementation, Support, and Sales can see account status, open issues, and health at any point without having to ask. You maintain the systems and comms that make this possible. Nothing lives in your head or inbox.

2. Pre-close, we have what we need

By the time a contract is signed, the information required to begin delivery is captured and shared. Sales-to-ops handovers are clean. Where a deal is being structured in a way that creates downstream problems, you have said so before the ink is dry.

3. Customers experience a smooth journey from day one

Implementation owns the technical delivery. You own the customer’s experience of it - making sure timelines are visible, risks are flagged before they land on the customer, and the customer is never left wondering what is happening or who is dealing with it. Once live, you stay close: when a unit goes down, when site data is needed, when a visit is required, you are already across it, the right team is engaged, and the customer is informed. They do not chase Greyparrot. They do not need to.

4. Every significant customer moment is prepared for

For any high-stakes interaction - a QBR, 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.

5. Renewals are never a surprise

Sales walks into every renewal conversation with a full picture of account health - usage, sentiment, open issues, relationship context. You maintain that picture continuously and brief Sales well ahead of time. When you see an account drifting - disengaged stakeholders, unresolved issues, low adoption - you flag it early enough to act, not after the renewal is already at risk. When you spot an expansion signal - a customer scaling their operation, a new site, a stakeholder asking what else is possible - you bring that back to Sales promptly. Renewals are an outcome of good programme management, not a separate scramble.

6. The function scales without breaking

The processes, playbooks, and tracking systems underpinning customer management are documented and repeatable. As the customer base grows, quality does not degrade. How we manage customers does not depend on any one person holding it all in their head.

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