Are you ready to be at the forefront of manufacturing transformation? Do you want to work with cutting-edge technology and make a real difference? If so, Pelico is the place for you. Join us and be a part of a pioneering journey that is reshaping the future of manufacturing.

About Pelico

At Pelico, we are trailblazers in transforming factory operations by tackling supply chain disruptions head-on. Our mission is to elevate manufacturing intelligence in an era where resource optimization is paramount. In a world where factory disruptions occur every 16 minutes, and countless variables and stakeholders must be synchronized, we provide a powerful solution to unprecedented factory complexity.
Why Pelico?

• Innovative Leadership: As the premier leader in supply chain disruption management, we redefine how factories operate, bringing unmatched agility and resilience to factories.
• Cutting-Edge Technology: Our state-of-the-art Saa S Supply Chain Operations platform empowers factory teams to swiftly respond to disruptions, ensuring minimal impact and maximum efficiency.
• Global Impact: Since our inception in 2019, we’ve partnered with industry leaders across aerospace, industrial equipment, and luxury watchmaking, revolutionizing factory operations in over 15 countries. Esteemed clients include Airbus, Safran, Cartier, Daikin, and Eaton.

Our Team
With a dynamic team of over 100 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. Besides the satisfaction that we bring our customers every day, our work has been recognised by Safran (Digital Transformation Award) and Microsoft (scale-up of the year).

Job description

You experienced working in the operations field in the industry and had the challenge to contribute in manufacturing digitalization (project management, process orchestration and/or tools deployment): your knowledge will be helpful.
As leading the Customer operations team for France, you’ll play an instrumental role at maximizing the impact of the Pelico platform for our users.
Additionally to the inherent missions, the challenges of this position will be to secure questions related to the scaling changes and to ensure a successful delivery to our clients.

• How can we support the clients
• How can we put in place practices & automation
• How can we organize and structure the delivery team

How can we manage increasing number of priorities


What you'll do & learn
In a context of growth at Pelico, as a Lead Customer Success in France you’ll be in charge of:

• Team Management: Recruit, train, and manage a high-performing customer success team. Set clear performance expectations, provide coaching and mentorship, and facilitate professional development opportunities. Foster a collaborative and supportive team environment.
• Customer Onboarding: Oversee the onboarding process for new customers, ensuring a smooth and efficient implementation of the software solutions and users onboarding. Work closely with the implementation team to set realistic expectations, define success criteria, and maximizing Pelico’s impact at customers
• Relationship Management: Build and maintain strong relationships with key stakeholders in client organizations, such as executives, project managers, and end-users. Act as a trusted advisor to understand their needs, challenges, and goals, and provide proactive support and guidance.
• Customer Retention and Expansion: Drive customer retention and expansion efforts by identifying opportunities for upselling and cross-selling. Collaborate with the sales team to identify growth opportunities within existing accounts and develop strategies to increase customer lifetime value.
• Customer Satisfaction and Advocacy: Monitor and measure customer satisfaction levels, collecting feedback and identifying areas for improvement. Proactively address customer concerns and ensure their needs are met. Foster a customer-centric culture and promote advocacy among customers.
• Customer Success Metrics and Reporting: Regularly track and report on the team's performance. Analyze data and metrics to identify trends, opportunities, and challenges and make data-driven decisions to improve customer success outcomes.
• Cross-functional Collaboration: Collaborate closely with other departments, such as sales, marketing, product management, and support, to ensure a seamless customer experience. Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy.
• Industry and Market Knowledge: Stay updated on the latest trends, best practices, and challenges in the industrial manufacturing industry. Understand the competitive landscape and how it impacts customer success strategies and tactics. Share industry knowledge with the team to provide relevant guidance and support to customers.
• Continuous Improvement: Continuously assess and improve customer success processes, methodologies, and tools. Identify areas of improvement and implement changes to enhance customer satisfaction and achieve better outcomes.

Pelico promotes inclusion and non-discrimination, and acts daily in favour of social mix, gender equality, senior citizens & disability

What we offer

Join an exciting adventure with a lot of challenges at all levels!

• Work on a highly impactful product that users love!
• Office location at the heart of Paris (75002)
• Stock Options for every pelican
• Remote flexibility & 6 weeks of Work from Anywhere
• Premium health coverage : Alan Blue
• 50% meal allowance: 10€/day worked (Swile card)
• 50% public transportation or equivalent in sustainable mobilty package
• Afterwork every quarter

Our recruitment Process