Incident Manager - SaaS

Incident Manager, Saa

S (French speaker) This role is based in Paris Direct client ownership | Hybrid working | Cross-functional impact

Build what's next with usefficy Group is the European home for Tribe CRM, efficy CRM, and Apsis. For years, our brands have earned trust across European markets by building systems that are sovereign, compliant, and now AI-native. Today, we're bringing that story together under one roof, as your European partner for AI-powered CRM.

We help organisations navigate the agentic era of customer intelligence, automating smarter decisions, building stronger relationships, and growing sustainably over time. Over 330,000 users across 60+ countries rely on us to grow smarter, move faster, and build lasting business relationships.

Job Overview

We're looking for an Incident Manager to own incident resolution for efficy CRM clients, from detection to close. You'll work directly with CTOs, IT architects, and dev teams to resolve issues fast and communicate clearly under pressure.

What's in it for you? Direct exposure to complex Saa

S environments and enterprise IT stakeholders A team that invests in upskilling and growing from within European exposure: support clients and colleagues across multiple markets People experience programme & continuous learning

Key responsibilities

Incident ownership: own incident management from detection to resolution, keeping clients informed throughout

Stakeholder management: act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues

Technical credibility: hold your ground in technical conversations with developers and architects

Follow-up rigour: track and follow up on tickets, making sure nothing falls through the cracks

Cross-functional coordination: coordinate responses when incidents have broader impact

Pattern spotting: flag recurring issues for structural fixes

Who you are

Experience: background in technical support or incident management in a B2B Saa

S or enterprise software environment

Technical range: familiar with both Saa

S and on-premise environments

Client focus: you're the person customers trust when things go wrong

Composure: resilient under pressure, a frustrated client doesn't throw you off

Language proficiency: native level of French

Language proficiency: full professional fluency in English

Hybrid policy: you can come to the Paris office 3 days a week Ready to succeed and make an impact with us? Apply today, we can't wait to meet you! Please submit your application in English.efficy Group is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you — exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.

Disclaimerefficy Group does not accept unsolicited assistance from search firms for this employment opportunity. Please refrain from making phone calls or sending emails. All résumés submitted by search firms to any efficy Group employee without a valid written search agreement will be considered the sole property of efficy Group. No fees will be paid if a candidate is hired as a result of an unsolicited referral.