Customer Success Public Sector

Business At Work; Paris; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work policy

Stock options

Mobility budget

Lunch vouchers

Home office allowance

Premium healthcare

Résumé du poste

Malt is seeking a Customer Onboarding & Success Manager - Public Sector, in Paris or Brussels. You will ensure compliant delivery of this framework, acting as a primary operational contact for freelancers and clients.

You’ll manage quotes, POs, and renewals while training clients to operate independently. The role requires about 5 years experience in contract management or complex customer support, strong organization, and fluency in French and English.

Qualifications

• Experience in operational contract management or complex customer support.
• Ability to manage client contracts, SLAs, and PO workflows.
• Strong documentation and compliance discipline.
• Fluent in French and English; experience with European public sector is a plus.

Responsabilités

• Manage validation of quotes and activity reports for non-autonomous clients.
• Handle purchase orders to ensure seamless invoicing.
• Support renewals and project end-date management for continuity.
• Serve as main contact for client requests; escalate when needed.
• Provide contract expertise on SLAs and internal PO workflows.
• Demonstrate platform benefits and train clients for autonomy.
• Collaborate with Account Managers on renewals and PO management.

Connaissances

Interpersonal skills

Operational contract management

Project coordination

Customer support

French & English

Outils

Google Sheets

Excel

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!

You will join Malt as a Customer Onboarding & Success Manager - Public Sector, based in Paris or 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 (SME) 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 French and English

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.
• 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€/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.

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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