Join the Future of Work! Malt is Europe's leading freelance marketplace, connecting over 1,000,000 talented freelancers with 100,000+ companies. Founded in 2013, we are transforming how work gets done through our tech‑powered, human‑centered platform.
Presente su candidatura después de leer los siguientes requisitos de habilidades y cualificaciones para este puesto.
What makes us different
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- 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
About the role
Customer Onboarding & Success Specialist , your mission is to ensure the smooth delivery of projects throughout their lifecycle. You will manage critical project processes, drive project renewals, and serve as the primary point of contact externally for clients and internally regarding clients' operations.
Key Responsibilities
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- Manage client operations: Handle quote and timesheet validation for non‑autonomous clients and ensure PO upload and consumption to allow smooth invoicing.
- Drive project renewals: Anticipate ending projects and provide support to secure renewals and business continuity.
- Act as the primary contact: Resolve incoming client requests, issues, or escalation to appropriate internal stakeholders.
- Master contractual compliance: Be the expert on client contracts (SLAs, penalties) and internal ways of working to ensure correct application of terms.
- Empower client autonomy:
Pitch platform benefits and conduct demos to educate clients on managing their operations independently.
- Partner with Account Managers: Build collaboration with AMs and act as SME on renewals and PO management to support business delivery.
- Scale processes: Identify operational pain points and collaborate with Business Operations and Product teams to deploy automated solutions.
About You
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- Experience: Background in Customer Experience Management, Operations, or Account Management with strong business acumen.
- Tech Stack: Proficient with Advanced GSheet and Notion. Knowledge of Looker and AI tools is required.
- Soft Skills: Excellent communication skills, conflict resolution techniques, and comfortable managing stakeholders.
- Operational Mindset: Knowledge of billing/invoicing basics, contract management, and passion for process optimization.
- Languages: Native level Spanish and English.
Hiring Process
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- First call with Natalia, Talent Acquisition Lead, to discuss background and aspirations (45 minutes).
- Interview with future manager Inah (Manager Customer Success & Onboarding International), to explore experience and role specifics (45 minutes).
- Business case with Ludivine Tabart‑Combrisson and Inah to assess technical skills in account development and local prospection.
- Final interview with VP level to discuss Malt’s long‑term vision and fit into strategic growth.
Benefits
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- Onboarding: First week learning about our culture, products, and services with other onboardees at our Paris office.
- Remote work: Hybrid remote policy – 3 days office / 2 days home‑office.
- Annual leave: 22 days per year.
- Sabbatical: 1 month paid sabbatical after 3 years.
- Stock options: Every Malter entitled to stock options.
- Private health insurance: Rewarded for healthy living.
- Free books: Order books for learning relevant topics without approval processes.
Equal Opportunity Statement
At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any 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.
We believe people hire people. While we use AI to help our team manage the high volume of applications we receive, it never replaces our personal touch. xqbhyrx Think of AI as our administrative assistant—it helps us stay organized, but all final decisions are made by our Talent Acquisition team members who look for the unique value you bring.
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📌 Customer Onboarding and Success Specialist (Madrid)
🏢 Malt
📍 Madrid