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The team and your role
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As part of our growth, we're hiring for someone to lead our post-sales customer experience, overseeing the implementation of our product, the day-to-day run, and the potential account expansion. Our customer base include software, fintech and infrastructure companies mainly based in Europe and the US, such as Mistral.ai, Together.ai, Swan.io.\*
This role is based either in-office in Paris in our gorgeous new office in the 10th arrondissement, and/or remote in a timezone that is +2/-2h from CET. Any application outside these criteria will unfortunately be automatically archived.\*
We're a team of 12 today and will be a team of 20 in the upcoming months, and we're all about Customer Experience, Product, and Open Source.\Your role includes:
* Deeply understand the customer, their business objectives, their workflows, and their goals to demonstrate value as effectively as possible
* Utilize deep technical expertise to drive and project manage customer implementations from end to end* Deliver excellent customer experience throughout the implementation project by providing consistent, clear communication across multiple stakeholders* Distinguish between “must-have” and “nice-to-have” requirements and feedback from the customer throughout implementation* Make sense of ambiguous and/or complicated business requirements and translate them for a variety of audiences* Document the Implementation project plan for internal and external understanding. Define project milestones and meet them; clearly communicate dependencies and ownership (status updates to the various audiences, clear priorities set internally and externally)* Identify and mitigate project risks such as scope creep, stakeholder engagement, customer IT resourcing, internal backlogs; escalate appropriately to internal and/or customer executives* Build trust, understanding and influence with members of technical and operations teams who contribute to the implementation and then use our product* Leverage these \"live\" cases to build a repeatable playbook (e.g., learnings, frameworks, best practices) to support our growthThe person we are looking for
* 3+ prior experience in Technical Project Management, Sales/Success/Solution Engineers, or other Customer-facing roles with Mid-Market or Enterprise business customers
* A passion for the preciseness required when scoping an implementation or migration, while thriving on leading negotiations: with strategic thinking, patience and emotional intelligence. Untangling complex and ambiguous cross functional projects will be the day to day job.* Comfortable holding others accountable to tasks and deadlines* Ownership mentality and initiative - if you see something needs to be done, go do it!Enthusiastic about learning technicalities of domain-specific concepts such as billing, payments, integrations, even ingestions, open-source.
Competitive package including equity ; Remote-friendly ; Regular workations, usually by the ☀️🌊🏄♀️
About the interview
* 20-min first call
* Technical case or pairing* Review of the case with the team* OfferWhat we commit to:
* Your time is precious, and we'll do our very best to be time-conscious with yours.
* If you're open to it, we commit to give you the most constructive feedback as possible on your case, as we are aware it's quite an investment of time on your side.* We approach recruiting as a 2-way street, we make offers when we have a strong conviction on the mutual fit: in terms of skills, mindset, cultural fit.Learn more how we think and work
* Open-source does not win by being cheaper
* Post-mortem of our 1st YC startup: a Reverse ETL* How soon should you have a design system?* How we ship fast: our framework",