Onboarding & Customer Success Manager

• 👩🏽💻 Flexible hybrid work set up

• ⏰ Flexible working hours

• ⏰Summer intensive working schedule

• ⏰Intensive workday on Fridays (all year long)

• 🏥 Health Insurance for you and 50% on each kids

• 🍽️ Flexible benefits (Coverflex)

• 📚 Access to specialized technical training platforms

• 🎂 Celebrate your birthday with a day off

• ✍🏻 Permanent role

• 💰 Base salary: 26-28K€, depending on assessed level of autonomy.Variable component: up to 3K€ upon 100% achievement of objectives defined with your manager.

• 2-3 years of experience in project management, process management, or customer success, ideally in SaaS or consulting environments.

• Bachelor's degree in Business Administration, Engineering, or related fields.

• Certifications in project management (Agile, Lean, etc.) or relevant software platforms (Salesforce, AWS, Microsoft) are a plus.

• Spanish & English Fluent - French is a plus.

Join Our Vision 🎯

Be part of Signaturit Group's journey to revolutionize digital transactions across Europe and beyond. We are excited to welcome fresh talent who are eager to make a meaningful impact in the digital world.

👉🏽 For more information, explore our website and discover how you can contribute to our mission.

We are looking forward to meeting you!

* The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.

• Onboarding Project Management

o Project Execution: Manage and lead the implementation of company solutions for new customers, ensuring successful onboarding and seamless integration into the product ecosystem.
o Process Optimization: Analyze existing projects and processes from both functional and technical perspectives, identifying improvement areas.
o Coordination: Collaborate with internal teams to ensure timely project execution, monitor progress, and report key milestones to customers and stakeholders.
o Risk Management: Identify potential risks or deviations during project execution and develop strategies to mitigate them.
o Reporting: Provide regular updates on onboarding project status and results to key stakeholders, ensuring transparency and alignment.

• Customer Success Management

o Customer Relationships: Build and maintain strong, long-term relationships with assigned customers, acting as the primary point of contact after onboarding, addressing their needs and ensuring satisfaction.
o Customer Engagement & Product Adoption: Monitor customer engagement with the product, proactively offering tips, best practices, and strategies to enhance product usage and adoption.
o Customer Advocacy & Feedback: Serve as the voice of the customer within the company by gathering feedback and sharing insights with internal teams to drive product improvements.
o Metrics & Reporting: Track key success metrics (e.g., Net Promoter Score, churn, upsell opportunities) and report them in platforms like Salesforce, Hubspot, or Hotjar, providing insights and recommendations based on data.
o Retention & Growth: Proactively identify upsell opportunities and ensure customer retention, working to limit churn to less than 5% and driving quarter-on-quarter MRR expansion.

• Collaboration & Internal Alignment

o Work closely with cross-functional teams (Sales, Product, Development, and Support) to provide an integrated and cohesive customer experience.
o Ensure alignment between onboarding and ongoing customer success strategies to maximize customer satisfaction and retention.

What we believe should contribute to your success in this context 🎯

• Technical Expertise

o Strong understanding of process management and continuous improvement methodologies.
o Familiarity with project management tools and frameworks (Agile, Scrum, etc.).
o Experience using project management and process visualization software.

• Analytical Abilities

o Strong data analysis and process mapping skills to identify bottlenecks and areas for improvement.
o Ability to translate complex issues into clear, actionable steps.

• Managerial Skills

o Excellent communication and team leadership skills.
o Ability to manage multiple projects and balance competing priorities.
o Strong decision-making and problem-solving capabilities.

• Customer-Focused Skills

o Deep understanding of customer lifecycle and best practices for maintaining engagement.
o Ability to identify customer needs and deliver tailored solutions.