Customer Success Specialist

Discover our galaxy
Join the Future of Work Malt is Europe's leading freelance marketplace, connecting over 900,000 talented freelancers with 90,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different:

• 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

Ready to help shape the future of work? Your next chapter starts here

At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.
Explore your future career
As part of the Operations Division, you will join the Customer Onboarding and Success team. You will act as the operational backbone for our clients, ensuring their journey with Malt is seamless.

Your mission is to ensure the smooth delivery of projects throughout their lifecycle by managing critical project processes, driving project renewals, and serving as the primary point of contact externally and internally regarding clients' operations.

Key Responsibilities

• 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

About You

• 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 English on a native level

How to join the mission?

• First call with our Talent Acquisition Manager Claudia to better understand your background and aspirations minutes)
• Interview with your future manager to delve into your experience and the specifics of the role minutes)
• Home assignment to complete, which will be evaluated to assess your technical skills and business logic
• Final interview with a C-level executive to discuss Malt's long-term vision

Malt is the perfect space to thrive personally and professionally

• Onboarding: Before easing into your new role, you'll spend your first week learning about our culture, products, and services with other new joiners at our office in Paris
• Equity: Every Malter is entitled to stock options
• Lunch vouchers (legal benefit): €9/day on your Swile card
• Transportation (legal benefit): 50% reimbursement (any type of transport)
• Healthcare insurance (legal benefit)
• RTT: From 8 to 12 days off per year
• Sports: Company participation to a Gymlib (Wellpass) membership
• Malt sabbatical: Every three years, all Malters are entitled to a one month fully paid sabbatical leave
• Free books: If you're interested in learning more about any topic relevant to Malt's business, just tell us the books you'd like to read, and we'll order them for you—without any questions asked or approval processes to follow
• Remote work: Hybrid policy balancing on-site and home office
• Team building events organized every year

Ready? Get your ticket to Malt
At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability. Our mission is to create a work environment where everyone feels valued, respected, and safe to thrive.
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