As a Customer Success/Care Operations Manager, you will join the Finance & Ops team and report directly to the Head of Revenue Operations.

You will contribute to improve global performance by helping Customer Success & Care teams (50+ people) reach operational excellence.  

Missions :

Your mission, should you choose to accept it, is to support our Head of Revenue Ops on the following topics:

🛠 Tools & Processes

• Manage the CRM (Salesforce) and other core tools (Zoho Desk, Intercom, Monday) for Customer Success & Care teams
• Take full ownership of related process
• Define & implement new processes & automations in order to improve teams efficiency
• Challenge & Optimize existing processes when needed

📊 Reporting & Analytics

• Ensure CRM data quality & management
• Reshape & maintain reports & dashboards to make daily/weekly/monthly monitoring easier for managers
• Analyse KPIs to facilitate company steering & support strategic decisions when it comes to Clients management & satisfaction

⚙️ Strategy & Organization

• Assist the teams in the operational implementation of their business vision, avoiding silos:
  •  Targets settings & quotas, 
  •  Forecasting,
  •  Compensation policy, 
• Collaborate with Enablement to create knowledge content and trainings on processes for both onboarding and continuous learning of the team

Your team :

Your role being transverse, you will be attached to the Finance & Ops team. You will work closely with 4+ people:

Thomas: arrived at the end of Q1 2021, he is managing the entire Ops cycle for our SMBs prospects & clients. Thomas will be your teammate, even if you will mainly focus your efforts on Enterprise clients. If at some point you hear strange noises in the office, it’s probably because he is trying to vocally share his electro music.

Clément: arrived in July 2018, Clément is now our COO. Initially joining us as a CFO, he quickly got involved into Ops by implementing Salesloft & other core tools. He is now in charge of Growth, Ops & Knowledge/Enablement. A triathlon addict, he does more sports a week than you'll do in a month.

Your Manager : 

Fanny: arrived mid-2021, she is currently taking the lead of the Ops team and will be your direct manager. Fanny likes to implement and optimise processes. She lived in London for 5 years and loves to travel. She will be happy to welcome you in our team.

Required profile :

• You love to solve problems and are ready to get your hands dirty
• You have an entrepreneurial mindset
• You have a great critical mind & practical sense
• You are a good-listener, willing to help people reach their goals
• You are natural and have a positive mindset
• You are very analytical and organized
• You are fluent in French 🇫🇷& English 🇬🇧
• You already have experience (1 year +) in a similar position or in consulting / analytical positions
• Basic knowledge of Salesforce admin/setup is definitely a plus
• Experience with Zoho Desk and/or Intercom is a nice-to-have

Recruitment process :

• Video interview with Marie-Alicia, Talent Acquisition Specialist 
• Video interview with Thomas, Revenue Ops (SMBs)
• (Video) interview with Fanny, Head of Revenue Ops
• (Video) interview with Clément, COO