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Culinary Customer Success Manager

4 weeks ago

Sydney, Australia LeanPath Full time

**Join a mission-based team in meaningful work to build a more sustainable future.**

At Leanpath, we are a group of diverse and passionate technologists, sustainability experts, culinarians, and analysts who come together to achieve our vision each and every day: to ensure a sustainable future by eliminating global food waste.

Food waste is one of the biggest global issues of our time. More than a third of the world’s food is wasted. And with global hunger and social inequities increasing, wasted food and resources is tragic, devastating our communities and our planet.

**Be a part of the solution.** At Leanpath, we address food waste at its source. It starts with the foundational premise that we manage the things that we measure. To uncover why food is being wasted and what we can do to prevent that waste from happening again, we need data and insights. Leanpath has a unique, patented set of hardware that we have deployed globally in the fight against food waste.

**The Role**

You will work in a fast-paced role with responsibilities for supporting program implementation, cultivating client relationships around the world, conducting training, analyzing data, creating reports and showcasing data-driven results. Our CSMs are responsible for driving product usage, adoption, food waste reduction, and measurable results.

**Primary Tasks & Responsibilities**

The CSM plays a significant role in customer success through the entire customer journey, from the initial hand-off from sales, through supporting a seamless customer onboarding experience, and guiding clients for complete program adoption, behavior change and waste reduction results.
- Help chef-leaders and management analyze food waste data, identify root-causes of food waste, and foster behavior change, with the goal of reducing food waste and improving the customer’s bottom line.
- Monitor client satisfaction, analyze client outcomes, and prepare ongoing results analyses
- Use data to help communicate analytical findings in a way that corporate executives and business managers can easily understand is critical to success.
- Train customers in the use of Leanpath products and services and in implementation of Leanpath food waste prevention methods, either on-location or via web-based training platforms
- Oversee the customer journey for a group of clients, monitoring their progress and responding to program issues and questions.
- Use internal systems to highlight and address performance or compliance issues as well as to devise strategic segment
- and industry-specific engagement campaigns and proactively communicate with sites.
- The CSM also coordinates with our Technical Support team to provide front-line support and diagnosis on software or hardware issues as needed.
- Ability to travel internationally. Travel anticipated at approximately 25%.

**Education / Experience**
- Bachelor’s Degree (or equivalent)
- Culinary/chef experience required
- Bilingual in English and Chinese/Mandarin
- Minimum of 3 years experience in a front line customer role
- Experience working for a SaaS / data analytics company
- Presentation/training experience

**Key Competencies**
- Mission-aligned with Leanpath sustainability and food waste goals, while comfortable working in a for-profit, commercial environment
- Comfort working on a remote international team
- Strong project management skills
- Experience monitoring and discussing performance metrics across multiple customer implementations
- Excellent verbal and written communication skills
- Energetic, positive, diplomatic, professional presence
- Fully proficient with Microsoft Office and web-based equivalents
- Strong MS Excel and data analytics skills
- Familiar with video conference solutions (like Teams)

**More about Leanpath & Our Team**

Founded in 2004, we created the food waste measurement & technology industry. We’ve been recognized by our customers and the industry with awards including vendor and support team of the year awards from client partners Google and Sodexo, “Sustainability Initiative of the Year” award from Food Matters Live, and the “Technology for Good” award from the Global Good Awards UK, among others.

Our team is connected through our core values, which are woven into our culture: drive and productivity, excellence, equity, humility, kindness and inclusion, and teamwork. We believe that diversity of team members and diversity of experiences makes us stronger. We support one another in becoming our best selves, and bringing our whole selves to work. We actively seek out the best talent, regardless of race, ethnicity, color, religious background, gender or gender identity, or sexual orientation.