Customer Operations Project Manager

Résumé du poste
CDI
Paris
Salaire : 37K à 45K €
Début : 30 juin 2024
Télétravail fréquent
Expérience : > 1 an
Éducation : Bac +5 / Master
Compétences & expertises
Contenu généré
Amélioration continue
Gestion de projets
Conseil
Adaptabilité
Intelligence émotionnelle
+1

AssoConnect
AssoConnect

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Le poste

Descriptif du poste

Organization

  • Report to the Head of Operations.

  • Part of the Customer Operations Team (~20 persons), based in France and abroad.

  • Direct management of 1 to 2 team members.

Missions

🧠 Customer Success & Strategic Project (~60% of your time)

Accompany the launch and lead the execution of our most important customer-related projects.

🔧 Services Project Management

Ensure smooth delivery of our Services project for non-profits, such as training & onboarding, tools deployment & configuration. It means:

  • Act as a Project Manager to ensure coordination between clients and our services delivery team.

  • Deal directly with bigger clients by leading onboarding and deployment project and directly executing critical tasks.

  • Management of 1 direct report (mid-term).

👶 New Project Delivery

Take ownership for the delivery of Baby Asso, our free non-profits registration service:

  • Be responsible for the right execution of the project and track KPIs.

  • Constantly improve the system (e.g. do things on your own such as no-code automation, define requirements for the Product & Engineering to improve our product)

  • Management of 1 direct report (in charge of the administrative tasks).

🔊 Lead key customers interaction

Be the face and the voice of AssoConnect during our customer gatherings (e.g. webinars).

  • Lead webinars with clients (sometimes prospects) aiming at showcasing our software and deep-diving on specific themes (e.g. “Accounting for non-profits”).

  • We usually schedule 1-2 webinars per month on average.

🆘 Customer Support (~40%)

Foster our Customer Support Team, by helping with the most complex clients’ issues.

  • Help solve the toughest customer problems

    • Ensure customer satisfaction by being the “Dr. House” of the Support Team: be there to help untangle our most complex situations.
  • Play a key role in the development of our Support Team

    • Regularly check on our main metrics (lead time, customer satisfaction) and seek for improvements.

    • Organize trainings sessions with team members to make them get even better.

  • Improve our system

    • Help on building our system (e.g. improve and maintain our processes and tooling, such as Zendesk).

    • Interact with the Product and Engineering Team to address complex software issues that are harmful for our users.

    • Take part in Customer Experience project: e.g., improve the journey of our (new) customer, write and improve help resources.


Profil recherché

Not ticking every box is OK: it means you’ll have room to learn and grow at AssoConnect. If you think you can be a great match, we are interested in hearing from you!

  • 2+ years of professional experience, ideally in:

    • Customer-facing role

    • Tech companies & start-up

    • Consulting

  • Adaptable & pragmatic: knows how and when we need to adapt depending on the situation and overall context.

  • Hands-on and versatile with practical skills, all to achieve one goal: making our customers happy.

  • Tech savvy, curious and ingenious. Have a basic understanding of our core feature (CRM, Accounting…) or eager to learn about it.

  • Soft skills & high emotional intelligence: good interpersonal skills, empathy, ability to maintain timing, etc.

  • Excellent communication skills in both French (fluent or native) and English (fluent).

  • Empathy: We like it when you share and deeply understand AssoConnect core values and find a way to use them with our Client (customer satisfaction at heart)

  • Genuine interest for our mission (non-profits, ”tech for good”, sports & leisure clubs…) and fit with our culture.


Déroulement des entretiens

1) Screening: 20 min visio with Victor, Head of Operations and Manager for this role:

Quickly go through your resume to understand who and what are you past experience to make sure that there is a match.

2) Use case & in-person interview with Victor and Valentine (Ops Project Manager)

  • Complete an exercise at-home (it should take you less than ~1h30).

  • In-person interview (~1h30): case study restitution and feedback (20 min); deep dive on your experience and skills (1 hour).

3) Interview (1h30) with members of our Senior Team: Armand (Head of Sales) and/or Olivier (Head of US Expansion):

  • Validate that you have all the skills we need to trust you to be in front of clients.

  • Validate that there is a culture fit & genuine interest for the role and our product.

4) CEO interview with Arnaud (1h)

  • Final validation

  • Focus on culture fit

5) Final HR interview (30 min) to align on salary, date of arrival, paper work and such.

If all goes well:

  • We’ll organize a “remote coffee chat” so you can get to know the Ops team (working remotely for the most part).

  • You are welcome to join us for a drink in our Paris Office!

Recruitment date: ASAP.

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