You will join Malt as a Customer Onboarding & Success Manager - Public Sector, based in Paris Manager Customer Success - Global, Public sector & SMB, you will work hand-in-hand and transversally with our Account Managers dedicated to the Public Sector.
Your main mission will be to ensure the smooth deployment and flawless execution of framework agreements (accords-cadres) 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 (Engagements Juridiques), validating activity reports/CRA for non-autonomous clients), and monitor budget consumption.
Beneficiary Relations & Satisfaction: Act as the dedicated go-to person to centralize 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 for this job ! Solid background in managing complex client relationships, onboarding large accounts, or operational contract management
Administrative Rigor: A keen sense of organization 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 for dealing with the French administration) and professional level of English (as internal processes and the Malt team are international).
How to join the mission? 🚀
First call with our Talent Acquisition team to better understand your background and aspirations (30-45 minutes).
Interview with your future manager to delve into your experience and the specifics of the role (45-60 minutes).
Home assignment to complete, which will be evaluated to assess your management logic and analytical skills.
Final interview with a C-level executive to discuss Malt’s long-term vision.
Skills Required
- Experience managing complex client relationships, customer experience, and conflict resolution
- Commercial acumen and understanding of renewals, SLAs, and pipeline management
- Advanced proficiency with Google Sheets, Notion, Looker, and AI applications
- Native or professional level of English and ability to train others and perform platform demonstrations
- Experience managing operational processes such as quotes, billing, and timesheet validation
- Contract and SLA expertise specific to client requirements and internal ways of working
What We Do
Malt is a platform that connects businesses with freelancers, finding the perfect match for every project. Our mission is to provide everyone with the freedom to choose what work they do and who they do it with. By helping to redefine the world of work and the relationships we have with it we hope to empower everyone to shape their careers to fit exactly what they’re looking for. Malt was founded in 2013 by Vincent Huguet and Hugo Lassiège, who were both joined by Alexandre Fretti as Co-CEO in 2020. In March 2022, Malt acquired Comatch, enabling us to create a dedicated category for independent management consultants and interim executives where clients can access vetted expertise, known as Malt Strategy. We have now gained the trust of more than 550,000 freelancers and 70,000 clients, becoming one of the leading marketplaces for freelance talent. We are currently operational in nine countries and regions: Belgium, France, Germany, the Netherlands, the Nordics, Spain, Switzerland, the UAE and the UK. Malt has evolved into a successful scaleup with more than 700 employees from 44 different nationalities, who share the same values of care, ambition, joy and autonomy. Join us and become part of the future of work!
