Incident Manager - SaaS

efficy CRM; Paris; Hybride; EUR 60 000 - 90 000; Plein temps

Résumé du poste

efficy Group is looking for an Incident Manager to own incident resolution for efficy CRM clients, from detection to close. You'll work directly with CTOs, IT architects, and dev teams to resolve issues fast and communicate clearly under pressure.

This role is based in Paris with hybrid working, offering exposure to complex SaaS environments and enterprise IT stakeholders, with a focus on client satisfaction and cross-market collaboration.

Qualifications

• Experience in technical support or incident management in a B2B SaaS or enterprise software environment.
• Familiar with both SaaS and on-premise environments.
• Customer-focused and able to stay calm under pressure.
• Native level French proficiency.
• Full professional fluency in English.
• Hybrid work — Paris office 3 days a week.

Responsabilités

• Incident ownership: own incident management from detection to resolution, keeping clients informed throughout
• Stakeholder management: main contact for CTOs, IT teams, and technical stakeholders during live issues
• Technical credibility: participate in technical conversations with developers and architects
• Follow-up rigour: track and follow up on tickets, ensuring nothing falls through the cracks
• Cross-functional coordination: coordinate responses when incidents have broader impact
• Pattern spotting: flag recurring issues for structural fixes

Connaissances

Incident management

Client-facing

SaaS support

Technical communication

Cross-functional collaboration

French & English

Description du poste

Incident Manager, SaaS (French speaker)

This role is based in Paris

Direct client ownership | Hybrid working | Cross-functional impact

Build What's Next With Us

efficy Group is the European home for Tribe CRM, efficy CRM, and Apsis. For years, our brands have earned trust across European markets by building systems that are sovereign, compliant, and now AI-native. Today, we're bringing that story together under one roof, as your European partner for AI-powered CRM.

We help organisations navigate the agentic era of customer intelligence, automating smarter decisions, building stronger relationships, and growing sustainably over time. Over 330,000 users across 60+ countries rely on us to grow smarter, move faster, and build lasting business relationships.

Job Overview

We're looking for an Incident Manager to own incident resolution for efficy CRM clients, from detection to close. You'll work directly with CTOs, IT architects, and dev teams to resolve issues fast and communicate clearly under pressure.

What's in it for you?

Direct exposure to complex SaaS environments and enterprise IT stakeholders

A team that invests in upskilling and growing from within

European exposure: support clients and colleagues across multiple markets

People experience programme & continuous learning

Key Responsibilities

• Incident ownership: own incident management from detection to resolution, keeping clients informed throughout
• Stakeholder management: act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues
• Technical credibility: hold your ground in technical conversations with developers and architects
• Follow-up rigour: track and follow up on tickets, making sure nothing falls through the cracks
• Cross-functional coordination: coordinate responses when incidents have broader impact
• Pattern spotting: flag recurring issues for structural fixes

Who You Are

• Experience: background in technical support or incident management in a B2B SaaS or enterprise software environment
• Technical range: familiar with both SaaS and on-premise environments
• Client focus: you're the person customers trust when things go wrong
• Composure: resilient under pressure, a frustrated client doesn't throw you off
• Language proficiency: native level of French
• Language proficiency: full professional fluency in English
• Hybrid policy: you can come to the Paris office 3 days a week

efficy Group is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you — exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.