Malt

Customer Onboarding and Success Specialist

Malt

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Client Activation: Manage client support and onboard them onto the platform during the acquisition phase, remaining accountable for the client account set-up.
  • Freelancer Experience: Ensure the smooth and fast onboarding of Malt Open freelancers, managing the process from invitation to the first payment to deliver a high-bar freelancer experience.
  • Client Relations & Autonomy: Contribute to client autonomy by pitching platform benefits and act as the go-to person for incoming inquiries, escalating to internal stakeholders when necessary.
  • Process & Project Management: Manage manual processes related to client and project management, including quote and timesheet validation on behalf of non-autonomous clients.
  • Billing & PO Management: Oversee Purchase Order (PO) management and billing-related topics to facilitate smooth invoicing flows.
  • Administrative Operations: Provide administrative support for VMS staffing and documentation processes where relevant.
  • Renewals: You are accountable for project renewals by anticipating ending projects and providing support during the renewal process.
  • Strategic Partnership: Act as the Business Partner to Account Managers, building strong collaboration and relationships with them.
  • Contract Expertise: Be the expert on the client’s contract (SLA clauses, penalties, etc.) to ensure the right application of the contract and business delivery success.

Requirements

  • Customer Experience Management: You have strong skills in managing client relationships to ensure a high level of satisfaction and experience, ideally in SaaS environments.
  • Conflict Resolution: You are skilled in conflict resolution techniques and can navigate challenging client situations effectively.
  • Process Optimization: You have a knack for identifying and improving operational workflows and processes.
  • Technical Proficiency: You possess advanced skills in Google Sheets and Notion, along with basic knowledge of Looker and experience with CRM tools.
  • Pipeline Management: You are experienced in managing business pipelines to track opportunities and renewals.
  • Communication & Contracting: You are comfortable with communication strategies involving contracting and contract management.
  • Financial Acumen: You have basic knowledge of billing and invoicing processes.
  • Languages: You have full professional proficiency in both English and German.
Benefits
  • 30 days of vacation per year.
  • Employee Stock Options so you can profit from the business as we grow it.
  • Malt sabbatical: After three years, every Malter is entitled to a one month paid sabbatical leave.
  • Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow.
  • Annual team building events.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Experience ManagementConflict ResolutionProcess OptimizationPipeline ManagementBillingInvoicingContract ManagementSLA ClausesFinancial AcumenTechnical Proficiency
Soft Skills
Client RelationsCommunicationCollaborationAccountabilityAutonomyProblem SolvingNegotiationAdaptabilityInterpersonal SkillsStrategic Thinking