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.
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
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
- 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
- Experience: Background in Customer Experience Management, Operations, or Account Management with s
📌 Customer Onboarding and Success Specialist (Madrid)
🏢 Malt
📍 Madrid
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