SaaS Incident Manager (French Speaker) – Hybrid, Paris

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

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.