Customer Onboarding and Success Specialist

European SaaS Benchmark; Madrid; Presencial; EUR 42.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Onboarding program

Hybrid office policy

Annual leave 22 days

Sabbatical after 3 years

Stock options

Private health insurance

Free books

Descripción de la vacante

Malt is seeking a Customer Onboarding & Success Specialist to ensure smooth delivery of client projects from initiation to renewal. You will manage critical processes, validate quotes and timesheets, and ensure PO upload for invoicing while serving as the primary external and internal contact for clients.

You will drive renewals, educate clients through platform demos, and collaborate with Account Managers and Product teams to scale operations with automated solutions.

Formación

• Experience in customer experience management, operations, or account management with strong business acumen.
• Ability to manage client operations, renewals and contracts with precision.
• Comfortable collaborating with multiple internal stakeholders and clients.

Responsabilidades

• Manage client operations: validate quotes and timesheets for non-autonomous clients and ensure PO upload for invoicing.
• Drive project renewals and support business continuity by anticipating ending projects.
• Serve as the go-to contact for client requests and resolve issues with internal stakeholders.
• Be the expert on contracts, SLAs, penalties and PO processes to ensure correct application of terms.
• Pitch platform benefits, conduct demos, and educate clients on managing operations independently.
• Partner with Account Managers and act as SME on renewals and PO management.
• Identify pain points and work with Business Operations and Product teams to deploy automation.

Conocimientos

Customer Experience Management

Operations

Account Management

Stakeholder Management

Herramientas

Advanced GSheet

Notion

Looker

AI tools

Descripción del empleo

As a Customer Onboarding & Success Specialist, your mission is to ensure the smooth delivery of projects throughout their lifecycle. You will be responsible for managing critical project processes, driving project renewals, and serving as the primary point of contact externally for clients 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 Spanish and English at a native level.

How to join the mission

• First call with Natalia, our Talent Acquisition Lead, to better understand your background, aspirations, and answer any questions you may have (45 minutes).
• Interview with your future manager Inah, Manager Customer Success & Onboarding International, to delve into your experience and the specifics of the role (45 minutes).
• Business case with Ludivine Tabart-Combrisson and Inah to assess your technical skills in account development and local prospection.
• Final interview with VP-level to discuss Malt’s long-term vision and how you fit into our strategic growth.

Benefits

• 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.
• Annual leave: 22 days/year.
• Sabbatical: 1 month paid sabbatical once you've been with Malt for 3 years.
• Stock options: Every Malter is entitled to stock options.
• Private health insurance: Rewarded for healthy living.
• Free books: If you’re interested in learning more about any topic relevant to your career, 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.

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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