Solution Expert CX

Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, our vision is to make commerce better for everyone - merchants and customers.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale. At the forefront of innovation, our platform is the most complete one in the world of AI and empowers teams to gain deeper insights and act swiftly on customer experience.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including E.Leclerc, Dominos Pizza, Credit Agricole, Kingfisher, Sonepar, and EssilorLuxottica. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.

Client Success is at the heart of everything we do

Our team of Engagement Manager, Adoption Digital Consultant, Retail Expert, Support Agents, and Customer Success Manager is dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coac,h and train on the Goodays solution and along the way, the Customer Success team build and maintain a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommandations, benchmarks and coaching.

We are looking for a Solution Expert CX to join our great CS team. The Solution Expert CX within Goodays' Centre of Expertise combines three essential dimensions to ensure client success :

CX Expertise: Design and Optimisation of Listening Programmes

• Advise clients and CSMs on best practices for CX programmes.
• Challenge CX programmes to ensure optimal coverage of customer journeys and key touchpoints.
• Analyse programme performance and propose data-driven improvements.

Configuration Expertise: Implementation and Operational Quality

• Ensure the correct implementation of the Goodays solution.
• Conduct end-to-end testing and support client UAT phases.
• Produce clear and structured documentation to ensure scalability and peer handover.
• Maintain a high level of quality and precision in all configurations.

Technical Expertise: Integration and Data Flow Management

• Oversee setup and maintenance of technical integrations (APIs, SSO, webhooks, SFTP).
• Diagnose and resolve complex technical incidents.
• Understand clients' IT architectures (cloud, security, authentication, databases).
• Write specifications and architecture diagrams.
• Contribute to the standardisation and continuous improvement of integration processes.

In this role, the Solution Expert CX will:

Pre-sales

• Qualify client-specific needs and identify technical constraints or interoperability requirements.
• Contribute to drafting the technical SOW and validating the feasibility of client requests.
• Support Sales teams in understanding connected services available (APIs, SSO, webhooks, etc.).

Project Phase

• Lead technical and CX workshops: scope, advise, and formalise customer listening frameworks (surveys, journeys, etc.).
• Configure and implement the Goodays solution: routing, workflows, notifications, user access, and distribution rules.
• Manage integrations: APIs, SSO, SFTP, data flows, and webhooks.
• Ensure the quality and completeness of documentation: diagrams, technical guides, and client procedures.
• Guarantee technical and functional consistency of the solution with client requirements.

Run Phase

• Act as the expert point of contact.
• Support CSMs in managing evolutions, analysing complex requests, and delivering solutions.
• Identify opportunities for continuous improvement (standardisation, industrialisation, documentation).
• Diagnose and resolve complex (L2) technical issues or escalate appropriately (L3).
• Monitor system performance (stability, response rates, journey consistency).

Desired Education & Experience

• Strong knowledge of satisfaction measurement methodologies (NPS, CSAT, CES).
• Experience designing surveys and customer journeys.
• Ability to translate CX needs into actionable and configurable systems.
• Proficiency with web technologies: REST APIs, SSO, SFTP, webhooks.
• Understanding of IT architectures and SaaS environments.
• Ability to read and analyse logs, diagnose incidents, and interpret protocols.
• Knowledge of security and performance standards.
• Proficiency with project and backlog management tools (Monday, Jira, etc.).
• Excellent documentation rigor (guides, diagrams, FAQs).
• Strong attention to detail and quality in deliverables.

Other requirements

• Curiosity for CX and consultative mindset: understanding business challenges and responding with relevant solutions.
• Clear communication and ability to simplify technical concepts in both French and English.
• Rigour and organisation: consistent documentation and structured project tracking.
• Proactivity and anticipation: identifying technical risks and proposing solutions.
• Collaboration: smooth teamwork with CSM, Support, Product, and Sales teams.
• Empathy and active listening: the ability to reframe and adapt communication.
• Resilience: maintaining constructive dialogue in complex situations.
• Service orientation: trusted partner focused on delivering maximum client value.

Reporting Line

In this role, you will report directly to the VP of Client Success.

What Goodays offers you

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth
• A great and diverse team of professionals who are talented, fun, supportive, open, communicative, and who you can learn from and share with
• Fun and challenging working environment with significant opportunities for career growth and development
• An international environment
• Attractive salary package including excellent pension, health insurance, and life insurance
• Open and inclusive working environment, including flexible hours and parent-friendly options