Customer Operations Leader - Onboarding & Growth

Requirements 3+ year of experience or previous experience in a customer-facing and operations role (internship, apprenticeship...)

• Highly energetic and passionate about driving customer success and supporting them in achieving their business objectives
• Strong interest in technology with the ability to engage in informed discussions about the data analytics industry
• Proven experience in program or project management, preferably focused on onboarding or customer-centric processes
• Excellent written and verbal communication skills, with the ability to create impactful presentations for both technical and business audiences
• Deep customer empathy, enabling you to listen attentively and address their unique needs effectively
• A growth-oriented mindset, adaptable to experimenting with new approaches, learning from setbacks, and continuously improving
• Experience in Supply Chain operations, advanced manufacturing, and high-growth startup environment are a plus
• Native English is mandatory

What the job involves With a dynamic team of over 180 professionals across the US and France, Pelico is a melting pot of top-tier talent from Tech, Data Science, and Manufacturing domains

• Our collaborative environment fosters innovation and excellence, driving us to solve complex challenges and shape the future of manufacturing
• Our work has been recognized by Safran (Digital Transformation Award) and Microsoft (scale-up of the year)
• Engineering turns Product ambition into scalable, reliable solutions that empower on-site operational teams
• We design a platform that handles high volumes, concurrent users, and complex workflows, while remaining modular, maintainable, and future-proof
• As a Customer Operations Manager, you will play a strategic and hands-on role in maximizing the impact of the Pelico platform with our customers
• Acting as a trusted partner, you will drive seamless onboarding, foster strong customer relationships, and collaborate cross-functionally to ensure users extract maximum value from Pelico’s solutions
• Your work will directly contribute to accelerating our customers’ operational performance and Pelico’s growth
• As Customer Operations Manager, you’ll play an crucial role in maximizing the impact of the Pelico platform with our users
• Build Trusted Customer Relationships: Strengthen relationships with customers to enhance their manufacturing intelligence with Pelico. Conduct business reviews to celebrate successes, plan goals, and resolve escalations empathetically
• Oversee Customer Onboarding and Implementation: Lead onboarding by visiting customer sites and ensuring smooth software implementation. Drive user adoption through clear and consistent communication
• Collaborate Across Teams and Share Feedback: Partner with sales, marketing, product, and support teams to ensure seamless customer experiences. Share insights to influence product development and strategy
• Grow Accounts and Enhance Value: Identify and pursue upselling and cross-selling opportunities. Work with sales to expand customer accounts and increase value
• Define Goals and Metrics with Customers: Collaborate with customers to establish clear goals, key metrics, and timelines. Solve challenges to deliver maximum business value

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