Customer Onboarding & Success Specialist

Stellenbeschreibung:

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.

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