Lead Customer Operations - USA

Pelico; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join an innovative firm revolutionizing factory operations with a collaborative team of experts. As a Lead in Customer Operations, you will enhance manufacturing intelligence for clients, ensuring smooth onboarding and driving user adoption. With a focus on building relationships and identifying growth opportunities, you will play a pivotal role in customer success. This position offers flexibility, opportunities for professional growth, and the chance to work with industry leaders in a dynamic environment. If you're passionate about technology and customer success, this role is your chance to make a significant impact.

Benefits

Healthcare Insurance

20 days PTO + 10 bank holidays

Stock options

Remote flexibility

6 weeks Work from Anywhere

Trips to France

401(k) plan up to 4%

Quarterly team events

Qualifications

• 7+ years in customer-facing operations role with a passion for customer success.
• Experience in program management, especially in onboarding processes.

Responsibilities

• Build trusted relationships with customers to enhance their manufacturing intelligence.
• Oversee customer onboarding and ensure smooth software implementation.
• Identify upselling opportunities and grow customer accounts.

Skills

Customer Relationship Management

Project Management

Data Analytics

Communication Skills

Team Management

Supply Chain Operations

Education

Bachelor's Degree

Job description

About Pelico

At Pelico, we are creating the factory of the future where disruptions are avoided, processes synchronized and value captured. Our factory operations management platform enables factory teams to be more agile and resilient in a world where supply chain disruptions occur every 16 minutes. Pelico empowers users to identify bottlenecks, avoid problems, and focus on innovation instead of fire-fighting.

Since our foundation in 2019, we’ve partnered with industry leaders across aerospace, industrial equipment, and luxury watchmaking, revolutionizing factory operations in over 15 countries. Esteemed clients include Airbus, Safran, Cartier, Daikin, and Eaton.

Our Team

With a dynamic team of over 140 professionals across the US and France, Pelico is a melting pot of top-tier talent from Tech, Data Science, and Manufacturing domains.

Our collaborative environment fosters innovation and excellence, driving us to solve complex challenges and shape the future of manufacturing.

Our work has been recognized by Safran (Digital Transformation Award) and Microsoft (scale-up of the year).

Job Description

As a Lead Customer operations team for North America, you’ll play an instrumental role at maximizing the impact of the Pelico platform to our users.

• Build Trusted Customer Relationships: Strengthen relationships with customers to enhance their manufacturing intelligence with Pelico. Conduct business reviews to celebrate successes, plan goals, and resolve escalations empathetically.
• Oversee Customer Onboarding and Implementation: Lead onboarding by visiting customer sites and ensuring smooth software implementation. Drive user adoption through clear and consistent communication.
• Collaborate Across Teams and Share Feedback: Partner with sales, marketing, product, and support teams to ensure seamless customer experiences. Share insights to influence product development and strategy.
• Grow Accounts and Enhance Value: Identify and pursue upselling and cross-selling opportunities. Work with sales to expand customer accounts and increase value.
• Recruit, Train, and Manage Teams: Hire and develop a high-performing Operations & Success team. Set expectations, mentor team members, and promote professional growth.
• Define Goals and Metrics with Customers: Collaborate with customers to establish clear goals, key metrics, and timelines. Solve challenges to deliver maximum business value.
  
  

What We Are Looking For

• A minimum of 7 years of experience in a customer-facing and operations role.
• Highly energetic and passionate about driving customer success and supporting them in achieving their business objectives.
• Strong interest in technology with the ability to engage in informed discussions about the data analytics industry.
• Proven experience in program or project management, preferably focused on onboarding or customer-centric processes.
• Excellent written and verbal communication skills, with the ability to create impactful presentations for both technical and business audiences.
• Deep customer empathy, enabling you to listen attentively and address their unique needs effectively.
• A growth-oriented mindset, adaptable to experimenting with new approaches, learning from setbacks, and continuously improving.
• Experience in Supply Chain operations, advanced manufacturing, and high-growth startup environment are a plus.
  
  

What We Offer

Join an exciting adventure with a lot of challenges at all levels!

• Healthcare Insurance coverage ( choose across 4 robust plans)
• PTO: 20 days + 10 bank holidays
• Stock options
• Remote flexibility & 6 weeks of Work from Anywhere
• Trips to France to connect with the teams (Paris)
• up to 4% of the 401(k) plan
• Quarterly team events
  
  

Recruitment Process

• Screening call with VP Operations
• Interviews with USA team
• Interview with CEO
• HR debrief & Reference checks
• Offer letter
  
  

Curious about life behind the scenes at Pelico? Check out our Instagram page!

https://eu1.hubs.ly/H0c94rC0