At a Glance
- Tasks: Support clients during onboarding, ensuring a smooth setup and operational launch.
- Company: Join a dynamic team at Malt, focused on client success and innovation.
- Benefits: Enjoy hybrid work, 30 days leave, stock options, and a dog-friendly office.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Make a real impact by empowering clients and optimising their operations.
- Qualifications: 3-5 years in customer experience or operations, fluent in French and English.
The predicted salary is between 35000 - 45000 £ per year.
As part of the Operations Division, you will join the Customer Onboarding team. You will act as the operational backbone for our clients during the acquisition pilots phase, ensuring their journey with Malt is seamless. The mission is to ensure the successful and seamless operational launch of new client accounts during the acquisition pilots phase by managing initial company setup, onboarding hiring managers, coordinating financing and system integrations, and preparing the account for smooth handover to the long‑term customer administration teams.
Key responsibilities
- Support client operations during acquisition pilots: set up companies so that Malt can operate the first staffings and projects, and onboard hiring managers onto the platform, including validation of AR, PO management, and renewals.
- Be accountable for full client account set up in coordination with the client and Malt’s financing team; remain accountable for correct client set up throughout the client lifecycle.
- Conduct product demos for clients.
- Formalise the specific processes of the client in Notion (knowledge management).
- Be responsible for the hand‑over to the Global / Enterprise / Public / Managed SMB customer administrators.
- Empower client autonomy: pitch platform benefits and conduct demos to educate clients on managing their operations independently.
- Partner with Sales account executives: build strong collaboration with SAEs.
- Scale processes: identify operational pain points and collaborate with Business Operations and Product teams to deploy automated solutions.
About you
- Experience: 3–5 years in Customer Experience Management, Operations, or Account Management with strong business acumen.
- Tech Stack: Comfortable in a product‑driven marketplace environment and proficient with CRM tools.
- Soft Skills: Excellent communication skills, conflict resolution techniques, and stakeholder management.
- Operational Mindset: Proven track record in conducting client interviews and product demos, configuring CRM accounts, and passion for process optimisation.
- Languages: Native‑level French and English.
Benefits
- Hybrid remote policy – 3 days office / 2 days home‑office.
- 30 days annual leave.
- 1 month paid sabbatical after 3 years with Malt.
- Stock options.
- Private health insurance.
- Cycle to work scheme.
- Season ticket loan.
- Pension contribution of 5% through Aviva.
- Dog‑friendly office in London.
- Free books on career‑relevant topics.
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.
Customer Success Specialist employer: European SaaS Benchmark
Malt is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid work model that promotes work-life balance with 30 days of annual leave and a month-long paid sabbatical after three years. Our inclusive and diverse culture fosters collaboration and innovation, while unique benefits such as stock options, private health insurance, and a dog-friendly office in London create a supportive environment for our Customer Success Specialists to thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at European SaaS Benchmark. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like European SaaS Benchmark before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to European SaaS Benchmark:Your cover letter is your chance to shine! Tell us why you want to work at European SaaS Benchmark specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at European SaaS Benchmark!
How to prepare for a job interview at European SaaS Benchmark
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
