Customer Success Public Sector (Brussels)

Job description

**🪐 Discover our galaxy** Join the Future of Work ! Malt is Europe's leading freelance marketplace, connecting over 1,000,000 talented freelancers with 100,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different: - A diverse team of 600 Malters across 6 European countries - A culture that champions equality (50% of our Comex are women) and inclusive growth - Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI - A mission to give everyone the freedom to work differently Ready to help shape the future of work? Your next chapter starts here! 🪐 *At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.* You will join Malt as a **Customer Onboarding & Success Manager - Public Sector**, based in Brussels. You will work hand-in-hand with our teams to manage one of our key european clients. Your main mission will be to ensure the flawless operational execution and administrative delivery of this contract throughout its lifecycle. You will be the guarantor of compliance with strict public procedures, acting as the primary operational point of contact and dedicated partner for the **freelances** deployed on this framework agreement. ### Key responsibilities ✨ - **Operational Client Management:** Manage the validation of quotes and activity reports (CRA) for non-autonomous clients. Ensure the upload and consumption of purchase orders (POs) to guarantee smooth and seamless invoicing. - **Renewal Driving:** Anticipate project end dates and provide the necessary support to secure renewals and ensure business continuity. - **Primary Point of Contact:** Serve as the main go-to person for incoming client requests, resolving issues directly or escalating them to the appropriate internal teams (e.g., Finance). - **Contractual Compliance Expertise:** Act as the expert on client contracts (SLAs, penalties) and internal workflows (PO processes) to guarantee the strict application of contractual terms. - **Driving Client Autonomy:** Promote platform benefits and conduct live demos to train clients on managing their operations independently. - **Partnership with Account Managers (AMs):** Collaborate closely with AMs as a Subject Matter Expert (SME) on renewals and PO management to drive business growth. - **Process Optimization (Scaling):** Identify operational pain points and partner with Business Operations and Product teams to deploy automated solutions. ### About you 🧑‍🚀 - **Experience:** Ideally 5 years in operational contract management, complex customer support, or project coordination. Previous experience within the Belgian Public ecosystem and/or a large-account subcontractor environment is a strong asset. - **Administrative Rigor & Compliance:** A keen sense of organization, attention to detail, and a structured mindset. You are comfortable following strict, non-negotiable step-by-step validation workflows and managing rigorous documentation. - **Solution & User-Oriented:** Excellent interpersonal skills, patience, and diplomacy. You love helping users (freelances), solving their daily platform issues, and navigating complex administrative structures calmly. - **Tools & Data:** Proficiency in collaborative and analytical tools (Gsheet/Excel) and an appetite for mastering internal platform configurations. - **Languages:** Full fluency in French and English ### How to join the mission? 🚀 - First call with our Talent Acquisition team to better understand your background and aspirations (30-45 minutes). - Interview with your future manager to delve into your experience and the specifics of the role (45-60 minutes). - Home assignment to complete, which will be evaluated to assess your management logic and analytical skills. - Final interview with a C-level executive to discuss Malt’s long-term vision.