Organization

• Report to the Head of Operations.

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

• Direct management of 1 to 2 team members (optionnally, based on your profile & experience).

Missions

🧠 Customer Success & Strategic Project

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 our new project & offer.

Example: 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

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 or Hubspot).

  • 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, etc.

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.

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.