Head of Services

Niryo is an innovative industrial startup with the ambition of becoming one of the leaders in collaborative robotics on the international stage. Operating within the French Fab ecosystem, we take pride in designing, producing, and assembling our robotic arms in our facilities located on the outskirts of Lille.

Our robots can be found in universities, R&D centers, and businesses worldwide. With a strong focus on international markets, we export 70% of our production to over 70 countries.

If you are looking for a rich, exciting, and human adventure where you can make a true impact within the company, this is the perfect opportunity to join us.

As part of our expansion, we are establishing a new Customer Success team, and you will be responsible for setting up and leading this team. The team will be divided into two sectors: education and professional.

As the Head of Services / Customer Success, you will play a crucial role in improving customer satisfaction and the adoption of our robots. Your main responsibilities include:

• Customer Relationship Management: Setting up a proactive customer relationship team, ensuring that customer needs are understood and proactively addressed.
• Training and Support: Designing and implementing onboarding processes to facilitate the integration of new customers and maximize their success.
• Customer Satisfaction Evaluation: Implementing satisfaction surveys, including using the Net Promoter Score (NPS), to assess customer perception and identify areas for improvement.
• Pre-sales Support: Collaborating with sales teams to engage in pre-sales activities, showcase Niryo products, demonstrate their value, and address the specific needs of potential customers.
• Feedback Loop: Providing field information to the product team to contribute to the continuous improvement of Niryo products based on customer feedback.

Profile:

A degree in Business School, Engineering School, IAE, University, or equivalent.

More than 7 years of experience in a technical role or in customer relations in a technical or industrial environment.

A strong desire to be close to the customer and focus on their satisfaction.

Excellent written and verbal communication skills in English (B2/C1).

A keen interest in robotics and a willingness to quickly enhance skills.

Flexibility to travel occasionally and visit clients in different regions (FRANCE).

What We Offer:

• Engagement, trust, and innovation are values that we embody daily throughout the company with a dynamic, caring, dedicated, and passionate team.
• Free tea/coffee.
• Freedom to choose your computer equipment (MAC or PC).
• Team events like afterworks, company team-building activities (Koezio, Walibi, Mario Kart Tournament, 2CV investigation), and an annual summer seminar.
• A space for board games/consoles/library to relax.
• Meal participation with access to 2 digital canteens for delivery.
• Excellent Benefiz health insurance.
• RTT (Reduced Working Time).
• One day of telecommuting per week.
• Fixed compensation package + variable part.
• Participation + Holiday Bonus.

Interview Process:

• 15-30 minute video call with Caroline, HR Manager.
• 30-minute exercise and video interview with Marc Henri, CEO.
• 1-hour interview in the offices with the CEO & Head of People.
• References check & Interaction with teams.