Role Purpose

As a Customer Services Associate, you will play a key role in ensuring successful onboarding, customer activation and customer satisfaction.

Your time will be split between:
- Customer activation - ensuring new clients are onboarded properly and make the most of the platform from day one, preparing the field for customer monetization.
- Support operations - helping users resolve their issues efficiently.
- Monetization - transforming freemium customers into billable customers (upsell).

This hybrid position provides a broad view of the customer journey and offers future growth opportunities into either Professional Services or Account Management roles.

Main Responsibilities

1. User Activation for our top priority Retail projects (Monoprix, Biocoop ) (40%)
- Prepare customer environments prior to onboarding (setup, testing).
- Attend onboarding calls with the Professional Services team.
- Assist in collecting customer data and configuring accounts.
- Deliver basic trainings through webinars on Consentio's core features.




- Contribute to onboarding tutorials and resources (videos, how-to guides).
- Follow up on activation to ensure product adoption, answer user questions and prepare the customer for monetization.
- Detect upsell and cross-sell opportunities and work closely with the sales team to close it.

2. Support (40%)
- Respond to our French and US market customer queries via our ticketing system.
- Qualify, prioritize, and resolve incoming tickets.
- Administrate our support tool.
- Document cases in the internal tools.
- Contribute to knowledge base content (FAQs, help articles).
- Act as the voice of the customer internally (bugs, feedback, improvement suggestions).

3. Monetization (upsell freemium providers) (20%)
- Identify freemium customers showing potential for monetization based on usage signals and business profile.
- Conduct short discovery calls to understand their current needs and explain how Consentio Premium features can help.
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📌 Customer Services Associate (Madrid)
🏢 Consentio Platform
📍 Madrid