Customer Operations Manager

About us

Today, the mid-market segment (300 to 5k employee companies) is vastly underserved when it comes to their procurement processes. These companies struggle with outdated and old fashioned tools, dragged down by decades of tech legacy that create more problems than they solve in the day-to-day work of their employees.

Pivot is committed to solving this by building a smart, engaging and user-friendly procurement tool for employees, streamlining purchase processes while providing the right level of control and reporting. We are creating automations and integrations that simplify the work across all finance teams, freeing them up to be more strategic... and surely happier too!

The adventure started mid-2023 with three founders, former C-levels from fintech unicorns (Qonto and Swile) and highly experienced engineer from top-notch tech companies.

Since then we’ve raised €5M in pre-seed and €20M in Series A with tier-1 investors and built a team of 40 with a product operating with 40 customers across 15 countries.

We are looking for smart, execution-driven people to join our team, with a strong focus on excellence and a desire to achieve great things as a team.

Join us as a Customer Operations Manager and play a pivotal role in our customers' journey to success.

Working hand-in-hand with our Head of Operations and Customer Operations Managers, you will be helping to drive smooth and effective implementation of Pivot at our customers, and actively participating in building the product that will maximise value for our customers.

• Pre-Sales Insight: Partner with the sales team to provide prospective clients with a clear vision of their implementation journey, utilizing detailed roll-out plans, methodologies, and templates.

• Post-sales engagement:

  • Tailored client set-up: in collaboration with the Customer Operations Managers, you’ll capture our new client needs and data for bespoke configuration, ensuring our solutions meet their exact requirements

  • User onboarding & training: facilitate engaging onboarding sessions and comprehensive training for users, making their transition to our platform as smooth as possible

  • Ongoing customer support: support our clients to deliver prompt and effective solutions, and in developing client-specific features to enhance satisfaction

• Process and tool optimisation:

  • Innovate and refine scalable operations processes that grow with our client base, maintaining efficiency and quality

  • Own and develop our internal back-office tool (”SuperAdmin”), working closely with our tech team, to help the Operations team to always be faster in client set-ups based on both clients and Operations teams needs

  • Develop specific automations and no-code integrations, leveraging no-code tools (e.g., Zapier, Make) to improve both Operations team productivity and clients set-up

• Product collaboration: act as the voice of our customers within the company, leveraging insights to steer the development of new features and improvements

Your Mindset

• A relentless doer who prioritises customer success above all

• A solver who sees every challenge as an opportunity

• A relationship builder who values strong connections with customers

• A growth-minded individual eager to scale with a dynamic company

• A team player keen on collaborating closely with product and engineering to shape our future

Requirements:

• You have a Master’s Degree in Business or Engineering

• At least 3 years of experience in project management within a start-up / scale-up, consulting firm, VC firm (having worked within a SaaS complex setting would be a plus)

• You are fully fluent in French and English

• You have excellent communication & presentation skills and strong client-facing & project management skills

• You build trusted relationships with a deep sense of empathy and dedication

• You are able to adapt to a rapidly changing product and respond strategically to customer needs

• [Nice to have]You have no-code & automation skills and you know how to use tools like Zapier or Make

What this opportunity at Pivot has to offer

As you join Pivot in the early stages of our success, this will be a unique opportunity to have significant transversal impact and to help on the:

• Co-creation of the product: you will be instrumental in the collaborative design of our product, setting industry standards and shaping the future of our operations

• Strategic impact: as a key member of a close-knit team, you'll influence the strategic direction of client onboarding and success, ensuring our practices scale with our growth

• Cross-functional synergy: you'll operate at the crossroads of all teams (Sales, Product, Engineering), embodying our client-first philosophy and driving initiatives that resonate across our organisation

And

• A competitive salary package plus equity (BSPCE).

• The Morning Bourse experience, including a gym (with showers), a café, two rooftop terraces with an amazing view of Paris.

• Free access to all Parisian Morning buildings (free sport classes, events and talks).

• An onsite first work policy

• The richness of a multicultural and international team (more than 15 nationalities).

• A unique chance to grow with a fast-scaling innovator.