Customer Success Public Sector (Brussels)

European SaaS Benchmark; Brussel Hoofdstad; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Malt is hiring a Customer Onboarding & Success Manager - Public Sector in Brussels. You will ensure flawless execution and compliance with public procedures, acting as the main operational contact for freelancers deployed under the framework agreement.

Responsibilities include client management, renewals, contract compliance, training on the platform, and collaboration with Account Managers to drive growth. Hybrid work model with 3 days in office and 2 days remote.

Qualifications

• 5+ years in operational contract management, complex customer support, or project coordination.
• Excellent organizational skills and detail‑oriented with rigorous documentation.
• Strong interpersonal skills, patient and diplomatic in helping users and navigating admin structures.

Responsabilités

• Validate quotes and activity reports for non-autonomous clients; manage PO uploads for invoicing.
• Anticipate project end dates and support renewals and business continuity.
• Be the primary contact for client requests and coordinate with internal teams (e.g., Finance).
• Serve as expert on contracts (SLAs, penalties) and internal workflows to ensure compliance.
• Promote platform benefits and conduct live demos to train clients to manage operations independently.
• Collaborate with Account Managers to drive renewals and PO management for growth.
• Identify operational pain points and work with Business Ops and Product to deploy automated solutions.

Connaissances

Operational contract management

Customer support

Project coordination

Stakeholder management

English fluency

French language

Outils

Google Sheets

Excel

Platform configurations

Description du poste

Discover our galaxy

Join the Future of Work! Malt is Europe's leading freelance marketplace, connecting over 1,000,000 talented freelancers with 100,000+ companies. Founded in 2013, we are transforming how work gets done through our tech-powered, human-centered platform.

• 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.

You will join Malt as a Customer Onboarding & Success Manager - Public Sector, based in Brussels. You will work hand-in-hand with our teams to manage one of our key European clients.

Your main mission will be to ensure the flawless operational execution and administrative delivery of this contract throughout its lifecycle. You will be the guarantor of compliance with strict public procedures, acting as the primary operational point of contact and dedicated partner for the freelances deployed on this framework agreement.

Key responsibilities

• Operational Client Management: Manage the validation of quotes and activity reports (CRA) for non-autonomous clients. Ensure the upload and consumption of purchase orders (POs) to guarantee smooth and seamless invoicing.

• Renewal Driving: Anticipate project end dates and provide the necessary support to secure renewals and ensure business continuity.

• Primary Point of Contact: Serve as the main go-to person for incoming client requests, resolving issues directly or escalating them to the appropriate internal teams (e.g., Finance).

• Contractual Compliance Expertise: Act as the expert on client contracts (SLAs, penalties) and internal workflows (PO processes) to guarantee the strict application of contractual terms.

• Driving Client Autonomy: Promote platform benefits and conduct live demos to train clients on managing their operations independently.

• Partnership with Account Managers (AMs): Collaborate closely with AMs as a subject matter expert on renewals and PO management to drive business growth.

• Process Optimization (Scaling): Identify operational pain points and partner with Business Operations and Product teams to deploy automated solutions.

About you

• Experience: Ideally 5 years in operational contract management, complex customer support, or project coordination. Previous experience within the Belgian Public ecosystem and/or a large-account subcontractor environment is a strong asset.

• Administrative Rigor & Compliance: A keen sense of organization, attention to detail, and a structured mindset. You are comfortable following strict, non-negotiable step-by-step validation workflows and managing rigorous documentation.

• Solution & User-Oriented: Excellent interpersonal skills, patience, and diplomacy. You love helping users (freelances), solving their daily platform issues, and navigating complex administrative structures calmly.

• Tools & Data: Proficiency in collaborative and analytical tools (Gsheet/Excel) and an appetite for mastering internal platform configurations.

• Languages: Full fluency in English is essential (all documentation, platform interfaces, and interactions with Accenture and the European Commission are in English). French is a huge plus.

How to join the mission

• First call with our Talent Acquisition team to better understand your background and aspirations (30-45 minutes).
• Interview with your future manager to delve into your experience and the specifics of the role (45-60 minutes).
• Home assignment to complete, which will be evaluated to assess your management logic and analytical skills.
• Final interview with a C-level executive to discuss Malt’s long-term vision.

Life on planet 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 onboardees at our office in Paris.

Remote work: Hybrid remote policy - 3 days office / 2 days home-office.

Sabbatical: 1 month paid sabbatical once you've been with Malt for 3 years.

Stock options: Every Malter is entitled to stock options.

Transportation: Every Malter is entitled to a mobility budget.

Lunch vouchers: Monizze, 8€ per day.

Home office allowance: 160€ for home office and internet.

Premium healthcare coverage provided by Axa.

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.

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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