Customer Onboarding and Success Specialist

• A diverse team of 600 Malters across 6 European countries
• A culture that champions equality (50% of our Comex are women) and inclusive growth
• Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI
• A mission to give everyone the freedom to work differently

 

As a Customer Onboarding & Success Specialist, your mission is to ensure the smooth delivery of projects throughout their lifecycle. You will be responsible for managing critical project processes, driving project renewals, and serving as the primary point of contact externally for clients and internally regarding clients' operations.

Manage client operations: Handle quote and timesheet validation for non-autonomous clients and ensure PO upload and consumption to allow smooth invoicing.

Drive project renewals: Accountable for anticipating ending projects and providing support to secure renewals and business continuity.

Act as the primary contact: Serve as the go-to person for incoming client requests, resolving issues or escalating to the appropriate internal stakeholders (e.g., Financing).

Master contractual compliance: Be the expert on client contracts (SLAs, penalties) and internal ways of working (e.g., PO processes) to ensure the right application of terms.

Empower client autonomy: Pitch the benefits of the platform and conduct demos to educate clients on managing their operations independently.

Partner with Account Managers: Build strong collaboration with AMs and act as a Subject Matter Expert (SME) on renewals and PO management to support business delivery.

Scale processes: Identify operational pain points and collaborate with Business Operations and Product teams to deploy automated solutions.

Experience: You have a background in Customer Experience Management, Operations, or Account Management with strong business acumen.

Tech Stack: You are proficient with Advanced GSheet and Notion. Knowledge of Looker and AI tools is required.

Soft Skills: You possess excellent communication skills, conflict resolution techniques, and are comfortable managing stakeholders.

Operational Mindset: You have knowledge of billing/invoicing basics, contract management, and a passion for process optimization.

Languages: You speak Spanish and English on a native level.

First call with Natalia, our Talent Acquisition Lead, to better understand your background, aspirations, and answer any questions you may have. (45 minutes).

Interview with your future manager, Inah (Manager Customer Success & Onboarding International), to delve into your experience and the specifics of the role. (45 minutes)

Business case with Ludivine Tabart-Combrisson and Inah  in order to assess your technical skills in account development and local prospection. 

Final interview with VP-level to discuss Malt’s long-term vision and how you fit into our strategic growth.