Started in France in 2016, Mytraffic's mission is to empower commerce professionals with the best location analytics and insights to be smarter every day and design the best experiences in physical locations.We already serve more than 500 customers in many different sectors (Retail, Real Estate, Consulting Companies, Cities…) all over Europe to help them expand their businesses, analyze or predict performances of investments, understand their customers' habits, benchmark their results with competition.Mytraffic is a hyper-growing scale-up (+110%/year) supported by a €30 Million Series B fundraising round with Axa Venture Partners, Alven, and Kernel Investissements in November 2022 to finance its European expansion.In January 2024, Mytraffic announced the strategic acquisition of the Spanish startup Geoblink, becoming Europe's premier location intelligence platform.You will report to the Head of Customer Onboarding and work closely with an intern. You will collaborate with a team of 15 CSMs.The Onboarding team will keep growing in the coming months/years. Enrich it, share your vision, and grow within MyTraffic!For this position, you can be based in Spain, ideally in Madrid or Barcelona.To give you more details about your day-to-day at MyTrafficFrom the sales handover (sometimes from pre-sales meetings) to the end of the onboarding phase (0 to 3 months), your responsibilities will include:Onboarding all new customers and users using various approaches tailored to workflows and clients' tiering organization (ranging from automated workflows to highly customized interactions), as well as managing re-onboarding for customer accounts and/or users when necessary.Collaborating with CSMs and AEs to develop an objective-driven onboarding strategy aimed at ensuring adoption and delivering value.Deepening customer qualification by identifying their needs, routines, and key contacts to enhance retention.Proactively monitoring portfolio performance to anticipate and mitigate potential issues.Collaborating with other teams to share customer feedback, implement new use cases, and enhance the overall customer experience.Ensuring customer satisfaction throughout the onboarding process and conducting the first customer business review with CSMs.About youWith a minimum of 2 years of initial experience in a CSM or Onboarding Specialist role within the B2B SaaS industry, focusing primarily on complex solutions, you bring valuable expertise to the table.Fluency in both French and English (spoken and written) is a prerequisite, and ideally, you also possess proficiency in Spanish.Your adaptability shines through in your ability to effectively manage significant client portfolios, including key accounts. You have adeptly tailored your communication style and approach to suit a diverse range of personas, from operational staff to C-level executives.As a collaborative team player, you thrive in the heart of the organization, seamlessly engaging with various teams such as AE, CSM, Product Managers, and Customer Care, leaving a positive impact on all fronts.You embody a challenger mindset, constantly challenging the status quo and diligently assessing the impact of your actions.Your troubleshooter mindset is characterized by resilience, coachability, and an unwavering dedication to finding optimal solutions for our clients (when possible).Your organizational prowess is a key asset, complemented by strong presentation skills and a steadfast commitment to operational excellence.The Recruitment Process30 min with Adèle, our Talent Acquisition30 min with Julien, our Head of Customers Onboarding60 min Business case45 min Values Ambassadors30 min with Vladimir, our VP Strat & Operations
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