Manage client operations: Handle quote and timesheet validation for non-autonomous clients and ensure PO upload and consumption to allow smooth invoicing.
Drive project renewals: Accountable for anticipating ending projects and providing support to secure renewals and business continuity.
Act as the primary contact: Serve as the go-to person for incoming client requests, resolving issues or escalating to the appropriate internal stakeholders (e.g., Financing).
Master contractual compliance: Be the expert on client contracts (SLAs, penalties) and internal ways of working (e.g., PO processes) to ensure the right application of terms.
Empower client autonomy: Pitch the benefits of the platform and conduct demos to educate clients on managing their operations independently.
Partner with Account Managers: Build strong collaboration with AMs and act as a Subject Matter Expert (SME) on renewals and PO management to support business delivery.
Scale processes: Identify operational pain points and collaborate with Business Operations and Product teams to deploy automated solutions.

Experience: You have a background in Customer Experience Management, Operations, or Account Management with strong business acumen.
Tech Stack: You are proficient with Advanced GSheet and Notion. Knowledge of Looker and AI tools is required.
Soft Skills: You possess excellent communication skills, conflict resolution techniques, and are comfortable managing stakeholders.
Operational Mindset: You have knowledge of billing/invoicing basics, contract management, and a passion for process optimization.
Languages: You speak English on a native level.

Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other new joiners at our office in Paris
Equity: Every Malter is entitled to stock options
Lunch vouchers (legal benefit): €9/day on your Swile card
Transportation (legal benefit): 50% reimbursement (any type of transport)
Healthcare insurance (legal benefit)
RTT: From 8 to 12 days off per year
Sports: Company participation to a Gymlib (Wellpass) membership
Malt sabbatical: Every three years, all Malters are entitled to a one month fully paid sabbatical leave
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
Remote work: Hybrid policy balancing on-site and home office
Team building events organized every year

Customer Success Specialist

Key skills