Customer Experience Engineer — Tech Support and CX Lead

Ultimate VC List; Paris; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

Pelico is seeking an experienced Customer Experience specialist to own client relationships from onboarding to ongoing support across multiple accounts. You will diagnose issues, communicate complex concepts clearly to both technical and non-technical stakeholders, and drive user adoption of Pelico’s platform.

Fluent in English and French, you will document cases in the knowledge base, coordinate with cross-functional teams, and help deliver a seamless, data-driven customer journey for our SaaS

Qualifications

• Proven experience with +4 years in a customer experience, operation or support role, preferably in a software company/technical environment.
• Engineering Background or a related field/ equivalent experience preferably in Supply chain
• Languages : Fluency in both English & French (oral & written)
• Technical troubleshooting: Competence in diagnosing and resolving technical issue (SQL)
• Customer relationship expert: The ability to identify all customer touchpoints, analyze the experience at each stage, and implement improvements to create a seamless journey.
• CRM: Proficiency in using CRM systems like HubSpot, Salesforce or Zendesk to manage customer tickets and track interactions.
• Data analysis: The ability to gather, interpret, and analyze customer data and feedback to identify trends, focus on value, derive actionable insights, and make data-driven decisions.

Responsabilités

• Account Ownership: Act as the primary CX referent for assigned accounts, taking full ownership of client relationships and issue resolution to ensure long-term satisfaction.
• Strategic Communication: Communicate complex technical concepts clearly to both technical and non-technical stakeholders.
• Adoption & Onboarding: Deliver exceptional user onboarding experiences to ensure seamless adoption of Pelico’s tools (managing handovers, training via LMS, and guiding users through features via PeliBot and the Help Center).
• Client Alignments: Lead impactful regular client meetings (weekly or monthly depending on the tenant touchpoint level) to analyze touchpoints, align on progress, and set future goals.
• Health Visibility: Proactively share visibility with internal and external stakeholders on a weekly/monthly basis regarding recent topics and overall account health status.
• Ticket Management: Handle daily tickets via ticketing system (covering bugs, product/data evolutions, or clarifications) with complete autonomy and accuracy.
• Technical Troubleshooting: Investigate technical issues using SQL queries and platform tools to identify root causes.
• Knowledge Base Capitalization: Document each case thoroughly in English, French, or both. This includes tracking analysis, root causes, and resolutions directly within the ticket, update internal resources in internal tools, and publish external documentation for clients

Connaissances

Customer experience

Engineering background

English & French

Technical troubleshooting

CRM systems

Data analysis

Formation

Engineering background or related field

Description du poste

Pelico is seeking an experienced Customer Experience specialist to own client relationships from onboarding to ongoing support across multiple accounts. You will diagnose issues, communicate complex concepts clearly to both technical and non-technical stakeholders, and drive user adoption of Pelico’s platform.

Fluent in English and French, you will document cases in the knowledge base, coordinate with cross-functional teams, and help deliver a seamless, data-driven customer journey for our SaaS