Posted 3 months ago

Customer Success Specialist

LondonHybrid

AI Summary

A Customer Success Specialist supports client onboarding and activation at Malt, managing account setup, product demos, CRM configuration, and process optimization to ensure smooth transitions to long-term customer teams.

About this role

🪐 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.

Explore your future career 🔭

As part of the Operations Division, you will join the Customer Onboarding team. You will act as the operational backbone for our clients, during the acquisition pilots phase, ensuring their journey with Malt is seamless.

The mission of a Client activation Specialist is to ensure the successful and seamless operational launch of new client accounts during the acquisition pilots phase by managing initial company setup, onboarding hiring managers, coordinating financing and system integrations and preparing the account for smooth handover to the long-term customer administration teams.

Key responsibilities ✨

Support the client operations during acquisition pilots phase: set up companies so that Malt can operate the first staffings and projects, and onboard the hiring managers into using the platform, on the project management scope: validation of AR, PO management, renewals.

Be accountable for the full client account set up, in coordination with the client and with Malt’s financing team; The Client Activation Specialist remains accountable for the correct client set up throughout the client lifecycle, not just the initial set up.

Conduct product demos for clients

Formalize the specific processes of the client in Notion (knowledge management)

Be responsible for the hand over to the Global / Enterprise / Public / Managed SMB customer administrators

Empower client autonomy: Pitch the benefits of the platform and conduct demos to educate clients on managing their operations independently.

Partner with Sales account executive (SAE) : Build strong collaboration with SAEs

Scale processes : Identify operational pain points and collaborate with Business Operations and Product teams to deploy automated solutions.

About you 🧑‍🚀

Experience: You have at least 3-5 years of experience in either Customer Experience Management, Operations, or Account Management with strong business acumen.

Tech Stack: You are comfortable in a product-driven, marketplace environment and have a full command of CRM tools.

Soft Skills: You possess excellent communication skills, conflict resolution techniques, and are comfortable managing stakeholders.

Operational Mindset: You have a solid track record in conducting client interviews and product demos, as well as configuring CRM accounts, and you are passionate about process optimization.

Languages: You speak French and English on a native level.

How to join the mission? 🚀

First call with Esra, our Talent Acquisition Partner, to better understand your background, aspirations and answer any questions you may have. (30-45 minutes)

Interview with your future manager, Marion Belhaimer, to delve into your experience and the specifics of the role. (45-60 minutes)

Home assignment for you to complete, which will be evaluated by Marion Belhaimer + a Head of sales in order to assess your technical skills

Final interview with a C-Level to discuss Malt’s long-term vision