Senior Customer Operations Manager

**About Pelico**:
Pelico is an innovative French scale-up on a mission **to revolutionize manufacturing intelligence through resource optimization**. We have developed a platform that enables factories to be more agile, efficient, and resilient, minimizing disruptions and ensuring continuous productivity.

At the forefront of **supply chain disruption management**, we empower factories with unmatched agility and resilience. Our cutting-edge SaaS Supply Chain Operations platform enables teams to swiftly navigate disruptions, ensuring maximum efficiency.

Since 2019, we’ve transformed operations for industry leaders in **aerospace, industrial equipment, and luxury watchmaking**, driving impact in 15+ countries**. Trusted by Airbus, Safran, Cartier, Daikin, and Eaton**, we are redefining the future of manufacturing.

**About our Team**

With a dynamic **team of over 130 professionals across the US and France,** Pelico is a melting pot of top-tier talent from Tech, Data Science, and Manufacturing domains.

Our collaborative environment fosters innovation and excellence, driving us to solve complex challenges and shape the future of manufacturing.

**Our Core Values**:
- Empowerment
- Ownership
- Resilience
- Outcome Orientation
- Playfulness

**Your role's mission**:
**Key Responsibilities**:

- As a Senior Customer Operations Manager, you’ll play an crucial role in maximizing the impact of the Pelico platform with our users.- ** Build Trusted Customer Relationships**: Strengthen relationships with customers to enhance their manufacturing intelligence with Pelico. Conduct business reviews to celebrate successes, plan goals, and resolve escalations empathetically.
- **Oversee Customer Onboarding and Implementation**: Lead onboarding by visiting customer sites and ensuring smooth software implementation. Drive user adoption through clear and consistent communication.
- **Collaborate Across Teams and Share Feedback**: Partner with sales, marketing, product, and support teams to ensure seamless customer experiences. Share insights to influence product development and strategy.
- **Grow Accounts and Enhance Value**: Identify and pursue upselling and cross-selling opportunities. Work with sales to expand customer accounts and increase value.
- **Define Goals and Metrics with Customers**: Collaborate with customers to establish clear goals, key metrics, and timelines. Solve challenges to deliver maximum business value.
- **Preferred Qualifications & Skills**:
- A minimum of 5 years of experience in a customer-facing and operations role.
- Highly energetic and passionate about driving customer success and supporting them in achieving their business objectives.
- Strong interest in technology with the ability to engage in informed discussions about the data analytics industry.
- Proven experience in program or project management, preferably focused on onboarding or customer-centric processes.
- Excellent written and verbal communication skills, with the ability to create impactful presentations for both technical and business audiences.
- Deep customer empathy, enabling you to listen attentively and address their unique needs effectively.
- A growth-oriented mindset, adaptable to experimenting with new approaches, learning from setbacks, and continuously improving.
- Experience in Supply Chain operations, advanced manufacturing, and high-growth startup environment are a plus.
- Native English is mandatory (French/German a plus) to effectively interact with our international customer base.
- **_Pelico promotes inclusion and non-discrimination, and acts daily in favor of social mix, gender equality, senior citizens & disability_**

**What we offer**:
Our culture thrives on trust and empowerment complemented by benefits that truly support you like:
- Work on a** highly impactful product** that users love
- **Office locations**: In the heart of Paris (75002) and Miami, USA.
- **Stock Options**: Available for every employee.
- **Remote Flexibility**:Enjoy the freedom to work from anywhere.
- **Premium Health Coverage**: Up to 70% covered by Pelico (Alan Healthcare).
- **Meal Allowance**: €10/day worked, covered at 50% (via Swile card).
- **Transportation Support**: 50% public transportation coverage or an equivalent sustainable mobility package.
- **Collaborative Environment**:We foster a vibrant, growth-focused workplace where professional development and team connections thrive.

**Your interview experience**:

- HR screening Interview : 30-45 mins
- Hiring Manager Interview : 1h
- On-line case study : 1h
- On-site or On-line case study presentation : 1h

fit Interview : 45 mins

Curious about life behind the scenes at Pelico? Check out our Instagram page