Senior Strategy & Operations - Success Department

The role

You will drive change and transformation within the Customer Success department. You will design and implement efficient, scalable solutions to improve team productivity through new information systems and organizational changes.

What you will do

• Drive change and transformation within the Customer Success department
• Suggest improvements to reduce time spent on administrative tasks
• Implement new information systems and organizational changes
• Conduct projects within Customer Success using data, sales, or finance expertise
• Ensure customer satisfaction and monitor performance indicators
• Develop benchmarks by observing other services
• Provide communication and close support to teams for new working methods
• Ensure adoption of tools and processes
• Anticipate corporate challenges and their impact on Customer Success

Required qualifications

• Previous successful experience in transformation, productivity improvement, and project management
• Experience in transformation and productivity improvement through information systems implementation
• Strong listening and observation skills
• Full project management experience
• Ability to handle both fine details and high-level analysis
• Business mindset
• Excellent oral and written communication skills
• Ability to popularize complex problems
• Speak English
• Ability to work in a constantly changing environment
• Prioritize high business impact actions

Nice to have

• Knowledge of AI, nocode, or automation
• SQL mastery
• Knowledge of a Customer Support department
• Knowledge of Intercom, Zendesk, or Salesforce

Benefits

• Mutuelle (Alan Blue and Alan Mind)
• Restaurant vouchers (Carte Swile)
• 6 to 12 additional RTT days on top of 5 weeks of paid leave
• English learning via Busuu
• Monthly budget for remote work or coworking
• BSPCE envelope
• Access to 8000 gyms via Gymlib
• Mac computer
• Tech Days and annual company seminar

Before you apply

• Recruitment process includes a 45 min video call, a 1h video interview, an on-site case study, and a final on-site round

About the company

Pennylane is a fast-growing FinTech in France aiming to become the preferred financial management software for European SMEs. The company has a team of 1300 employees and a flexible remote work culture.