PROGRAMS MANAGER - CUSTOMER SUCCESS OPERATIONS (H/S/T)

PayFit

Full-Time
Paris, Île-de-France
Dec 11, 2021

About

PayFit simplifies payroll management and HR processes for SMBs. PayFit is an automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus on what really matters: their employees.

Since 2015, they have set themselves a mission to support the digital transformation of HR management through their ever growing range of product features and services. They have a strong presence in France and have been quickly growing in Germany, Spain, the UK and Italy. With 5,000 customers in 5 countries, they are one of the fastest-growing SaaS companies in Europe.

Today, they are more than 650 employees at PayFit and they all share four core values:

  • Care for each other
  • Always stay humble
  • Strive for excellence
  • Live and work with passion

They are committed to a culture of inclusion and an environment that enables fulfillment in freedom & responsibility.

You want to join them? This is better than a long description…

Job Description

Within the CS ops team, your mission is to be the advocate for our customers by voicing their expectations and pain points, and ensuring that it is central to our decision-making. You will influence the organization to ensure we are customer-centric, that we bring a consistent and superior experience to customers and ensure the highest satisfaction.
You will manage cross-functional projects and have exposure to multiple sides of the business. You will be a key business partner to Customer Support, Product, Growth, Marketing to ensure they have visibility and understanding of our customers feedback.

In your role you will have the opportunity to:

  • Monitor and report on customer experience performance metrics
  • Manage the cross-functional Customer Experience program at Payfit to ensure alignment and consistency across our organization
  • Manage the Voice of Customer program at Payfit including tool management, analytics, identifying trends and highlighting key insights, coordinating regular check-ins and follow up on action items
  • Analyze and understand our customers experience through various touchpoints and identify opportunities for improvement
  • Coordinate the cross-functional roadmap process to align on priorities and resources and increase the impact of our initiatives for our customers.
  • You will ensure that the customers’ expectations/feedback inform our decisions and prioritization
  • And other exciting CS related projects impacting our customer experience

This is a highly visible role at the crossroad of many functions. It calls for a combination of strong analytical skills and very high customer empathy. You can put yourself in the customer's shoes. You will need to build a deep understanding of our customer journey and a strong knowledge of our Customer Support function. You will be engaging with different stakeholders, from various functions including Product, User Research and other to share back the elements of customer experience that surface through CS. You will need to show ability to interact with different levels of seniority, from our CS players to Payfit’s leadership team.

Preferred Experience

• you have 4+ years' experience in customer or sales operations, consulting, or similar roles
• you speak both French and English fluently and you want to work in an international and dynamic environment
• you love to understand how organisation works to improve the performance
• you are obsessed about customer satisfaction and care about our customers experience
• you are a data lover with outstanding analytical skills
• you want to learn, improve and gain responsibility
• you are a real team player with strong interpersonal skills who wants to build a big success story with us
• you are autonomous, self-motivated, organized person

What we offer

  • An international and dynamic team with the opportunity to visit our different offices (Paris, Berlin, Barcelona, London, Milan)
  • A work from anywhere policy to allow you flexibility in regards to where and when you want to work
  • 150 euros equipment budget to comfortably work from home
  • A gym at our Paris office and a Gymlib membership with preferential rates
  • Restaurant tickets card (Swile)
  • 20 weeks of maternity leave supported by PayFit and 4 weeks of partner leave (Signed the Parental Act)
  • Health insurance (supported to 60% by PayFit)
  • One day per year dedicated to volunteer for an association
  • A fulfilling and inclusive workplace, offering equal opportunities for any minority, disability, gender identity and sexual orientation. Don’t forget: everyone fits at PayFit!

Additional Information

  • Contract Type:Full-Time
  • Location:Paris, France (75017)
  • Experience:> 4 years
  • Possible full remote