Malt
Malt

Customer Onboarding & Success Specialist

Permanent contract
Berlin
A few days at home
Salary: Not specified
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Malt
Malt

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Questions and answers about the job

The position

Job description

🪐 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.

    • About you 🧑‍🚀

  • Customer Experience Management: You have strong skills in managing client relationships to ensure a high level of satisfaction and experience, ideally in SaaS 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 full professional proficiency in both English and German.

    • How to join the mission? 🚀

  • First call with Niko, our Talent Acquisition Lead, to better understand your background, aspirations, and answer any questions you may have. (30-45 minutes)
  • Interview with your future manager, Inah (Manager Customer Success & Onboarding International), to delve into your experience and the specifics of the role. (45-60 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.

    • Life on planet Malt is the perfect space to thrive personally and professionally 💫

    🇫🇷 Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris.

    🏝️ 30 days of vacation per year.

    📈 Employee Stock Options so you can profit from the business as we grow it.

    🧳 Malt sabbatical: After three years, every Malter is entitled to a one month 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 working policy.

    🤝 Annual team building events.

    Ready? Get your ticket to Malt 🪐 

    At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability. Our mission is to create a work environment where everyone feels valued, respected, and safe to thrive.

    Your profile may be subject to background screening. For more information see our candidate privacy policy.

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