Customer Success Public Sector

Ultimate VC List; Paris; Hybride; EUR 70 000 - 100 000; Plein temps

Résumé du poste

Malt is recruiting a Customer Onboarding & Success Manager for the Public Sector, based in Paris. You will coordinate onboarding across ministries, local authorities, and public institutions, ensuring compliant handling of accords-cadres and tenders, and driving renewals.

You will act as the main operational contact for public beneficiaries and freelancers, managing quotes, budgets, and SLAs while collaborating with cross-functional teams to improve the platform for the public sector.

Qualifications

• Public sector experience is mandatory and relates to managing complex client relationships.
• Strong organizational skills and understanding of public procurement processes.
• Ability to resolve disputes with diverse stakeholders including directors and PMs.
• Proficiency in collaborative and analytical tools (Gsheet/Excel, Notion, Looker).
• French (native/fluent) and English (professional) required.

Responsabilités

• Onboard ministries, local authorities, and public institutions; lead training and product demos.
• Execute and track public tenders and framework contracts to ensure continuity and renewals.
• Manage quotes, purchase orders, and budgetary validation workflows for the public sector.
• Serve as the primary go-to contact for public beneficiaries and freelancers.
• Master SLAs and framework specifics (CCTP, CCAP, CCAG) to align internal processes.
• Identify pain points in public administration and drive platform improvements with Ops/Product/Tech.

Connaissances

Public sector experience

Client relationship management

Onboarding large accounts

Organizational skills

Diplomacy and stakeholder management

Outils

Gsheet/Excel

Notion

Looker

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'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.

You will join Malt as a Customer Onboarding & Success Manager - Public Sector, based in Paris Manager Customer Success - Global, Public sector & SMB, you will work hand-in-hand and transversally with our Account Managers dedicated to the Public Sector.

Your main mission will be to ensure the smooth deployment and flawless execution of framework agreements (accords-cadres) and public tenders throughout their lifecycle. You will be the guarantor of compliance with public procedures and tracking commitments, acting as the primary operational point of contact for public beneficiaries and freelancers.

Key responsibilities

• Onboarding & Pedagogy: Pitch platform benefits, lead training sessions, and perform product demos to drive user independence within ministries, local authorities, and public institutions.
• Public Tender Execution & Tracking: Anticipate the end of purchase orders or contracts, and provide proactive follow-ups to ensure business continuity and secure renewals (contract renewals, new market lots).
• Public Administrative & Budgetary Management: Pilot operational processes specific to the public sector (management and compliance of quotes/purchase orders, tracking Legal Commitments (Engagements Juridiques), validating activity reports/CRA for non-autonomous clients), and monitor budget consumption.
• Beneficiary Relations & Satisfaction: Act as the dedicated go-to person to centralize requests from public decision-makers and resolve operational incidents.
• Contractual Expertise (SLAs & CCAG): Master the specificities of technical/administrative specifications (CCTP, CCAP, CCAG) and service level agreements (SLAs) unique to each framework agreement to align our internal ways of working.
• Continuous Improvement: Identify operational pain points unique to public administrative processes and collaborate with Ops, Product, and Tech teams to automate and adapt our platform to public sector constraints.

About you

• Experience: A previous public sector experience is mandatory for this job ! Solid background in managing complex client relationships, onboarding large accounts, or operational contract management
• Administrative Rigor: A keen sense of organization and familiarity with the inner workings of public administration (notions of public procurement, purchase orders, Chorus Pro, and budgetary validation workflows).
• Solution-Oriented: Excellent interpersonal skills, diplomacy, and the ability to resolve disputes or complex situations with a variety of stakeholders (from Procurement Directors to technical Project Managers).
• Tools & Data: Advanced proficiency in collaborative and analytical tools (Gsheet/Excel, Notion, Looker) and an appetite for AI applications.
• Languages: Native/fluent level of French (essential for dealing with the French administration) and professional level of English (as internal processes and the Malt team are international).

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

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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