🪐 Discover our galaxy

Join the Future of Work ! Malt is Europe's leading freelance marketplace, connecting over 850,000 talented freelancers with 90,000+ 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 a Customer Onboarding & Success Specialist, your mission is to ensure the smooth delivery of projects throughout their lifecycle. You will be responsible for managing critical project processes, driving project renewals, and serving as the primary point of contact externally for clients and internally regarding clients' operations.

Key responsibilities ✨

• Client Activation: Manage client support and onboard them onto the platform during the acquisition phase, remaining accountable for the client account set-up.
• Freelancer Experience: Ensure the smooth and fast onboarding of Malt Open freelancers, managing the process from invitation to the first payment to deliver a high-bar freelancer experience.
• Client Relations & Autonomy: Contribute to client autonomy by pitching platform benefits and act as the go-to person for incoming inquiries, escalating to internal stakeholders when necessary.
• Process & Project Management: Manage manual processes related to client and project management, including quote and timesheet validation on behalf of non-autonomous clients.
• Billing & PO Management: Oversee Purchase Order (PO) management and billing-related topics to facilitate smooth invoicing flows.
• Administrative Operations: Provide administrative support for VMS staffing and documentation processes where relevant.
• Renewals: You are accountable for project renewals by anticipating ending projects and providing support during the renewal process.
• Strategic Partnership: Act as the Business Partner to Account Managers, building strong collaboration and relationships with them.
• Contract Expertise: Be the expert on the client’s contract (SLA clauses, penalties, etc.) to ensure the right application of the contract and business delivery success.
• Customer Experience Management: You have strong skills in managing client relationships to ensure a high level of satisfaction and experience, ideally in SaaS or Marketplace environments.
• Conflict Resolution: You are skilled in conflict resolution techniques and can navigate challenging client situations effectively.
• Process Optimization: You have a knack for identifying and improving operational workflows and processes.
• Technical Proficiency: You possess advanced skills in Google Sheets and Notion, along with basic knowledge of Looker and experience with CRM tools.
• Pipeline Management: You are experienced in managing business pipelines to track opportunities and renewals.
• Communication & Contracting: You are comfortable with communication strategies involving contracting and contract management.
• Financial Acumen: You have basic knowledge of billing and invoicing processes.
• Languages: You have Native German level and full professional proficiency in English.
• First call with Niko, our Talent Acquisition Lead, to better understand your background, aspirations, and answer any questions you may have. (45 minutes)
• Interview with your future manager, Inah (Manager Customer Success & Onboarding International), to delve into your experience and the specifics of the role. (60 minutes)
• Business case in order to assess your technical skills in account development and local prospection.
• Final interview with VP-level to discuss Malt’s long-term vision and how you fit into our strategic growth.