Customer Success Public Sector

Customer Onboarding & Success Manager – Public Sector (Paris)

Based in Paris, you will work hand‑in‑hand with Account Managers dedicated to the Public Sector.

Your main mission will be to ensure the smooth deployment and flawless execution of framework agreements and public tenders throughout their lifecycle. You will be the guarantor of compliance with public procedures and tracking commitments, acting as the primary operational point of contact for public beneficiaries and freelancers.

Key Responsibilities

• Onboarding & Pedagogy: Pitch platform benefits, lead training sessions, and perform product demos to drive user independence within ministries, local authorities, and public institutions.
• Public Tender Execution & Tracking: Anticipate the end of purchase orders or contracts, and provide proactive follow‑ups to ensure business continuity and secure renewals (contract renewals, new market lots).
• Public Administrative & Budgetary Management: Pilot operational processes specific to the public sector (management and compliance of quotes/purchase orders, tracking Legal Commitments, validating activity reports/CRA for non‑autonomous clients), and monitor budget consumption.
• Beneficiary Relations & Satisfaction: Act as the dedicated go‑to person to centralise requests from public decision‑makers and resolve operational incidents.
• Contractual Expertise (SLAs & CCAG): Master the specificities of technical/administrative specifications (CCTP, CCAP, CCAG) and service level agreements (SLAs) unique to each framework agreement to align our internal ways of working.
• Continuous Improvement: Identify operational pain points unique to public administrative processes and collaborate with Ops, Product, and Tech teams to automate and adapt our platform to public sector constraints.

About You

• Experience: A previous public sector experience is mandatory. Solid background in managing complex client relationships, onboarding large accounts, or operational contract management.
• Administrative Rigor: Keen sense of organisation and familiarity with the inner workings of public administration (notions of public procurement, purchase orders, Chorus Pro, and budgetary validation workflows).
• Solution‑Oriented: Excellent interpersonal skills, diplomacy, and the ability to resolve disputes or complex situations with a variety of stakeholders (from Procurement Directors to technical Project Managers).
• Tools & Data: Advanced proficiency in collaborative and analytical tools (Gsheet/Excel, Notion, Looker) and an appetite for AI applications.
• Languages: Native/fluent level of French (essential) and professional level of English.

Benefits

• Onboarding: First week learning about our culture, products, and services with other new joiners at our office in Paris.
• Equity: Stock options for every Malter.
• Lunch vouchers: €9/day on Swile card.
• Transportation: 50% reimbursement for any transport.
• Health insurance.
• RTT: 8 to 12 days off per year.
• Sports: Company participation in Gymlib membership.
• Malt sabbatical: One month fully paid sabbatical every three years.
• Free books: Company orders books upon request.
• Remote work: Hybrid policy balancing on‑site and home office.
• Team building events organised every year.

At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of 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.

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