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 fosters a dynamic and collaborative work culture, perfect for high-energy individuals looking to make a significant impact in the tech industry. With a hybrid working model based in London, employees enjoy the flexibility of homeworking while benefiting from a vibrant office environment that encourages innovation and teamwork. The company prioritises employee growth through continuous training and development opportunities, ensuring that team members can thrive in their careers while contributing to meaningful projects across Europe.
