Customer Experience Engineer

Who you are

• Proven experience with +4 years in a customer experience, operation or support role, preferably in a software company/technical environment
• Engineering Background or a related field/ equivalent experience preferably in Supply chain
• Languages : Fluency in both English & French (oral & written)
• Technical troubleshooting: Competence in diagnosing and resolving technical issue (SQL)
• Customer relationship expert: The ability to identify all customer touchpoints, analyze the experience at each stage, and implement improvements to create a seamless journey
• CRM: Proficiency in using CRM systems like HubSpot, Salesforce or Zendesk to manage customer tickets and track interactions
• Data analysis: The ability to gather, interpret, and analyze customer data and feedback to identify trends, focus on value, derive actionable insights, and make data-driven decisions
• Communication: Exceptional verbal and written communication skills to clearly articulate ideas, listen attentively, and adjust communication style to the audience
• Empathy and patience: The ability to understand and share customer feelings, addressing their needs with care, kindness, and patience, especially in frustrating situations
• Problem-solving: A proactive approach to understanding the root cause of an issue, identifying the best solution, and implementing it effectively
• Adaptability: Flexibility to handle a fast-paced environment, manage multiple tasks, and adjust to changing customer needs and industry trends
• Ownership and accountability: A strong sense of responsibility for assigned tasks and clients, ensuring follow-ups are completed and deadlines are met autonomously
• Collaboration and teamwork: The ability to work effectively with cross-functional teams, share information openly, and contribute to a positive team culture

What the job involves

• The Pelico Customer Experience (CX) team is dedicated to ensuring platform reliability and the continued success of our users post-onboarding
• We strive to build enduring partnerships by delivering exceptional support, optimizing the customer experience, and driving industrial performance in our clients’ manufacturing plants
• Our team serves as the vital link between customers and internal teams, combining technical expertise with a customer-centric approach across Europe (Paris) and the US
• Account Ownership: Act as the primary CX referent for assigned accounts, taking full ownership of client relationships and issue resolution to ensure long-term satisfaction
• Strategic Communication: Communicate complex technical concepts clearly to both technical and non-technical stakeholders
• Adoption & Onboarding: Deliver exceptional user onboarding experiences to ensure seamless adoption of Pelico’s tools (managing handovers, training via LMS, and guiding users through features via PeliBot and the Help Center)
• Client Alignments: Lead impactful regular client meetings (weekly or monthly depending on the tenant touchpoint level) to analyze touchpoints, align on progress, and set future goals
• Health Visibility: Proactively share visibility with internal and external stakeholders on a weekly/monthly basis regarding recent topics and overall account health status
• Ticket Management: Handle daily tickets via ticketing system (covering bugs, product/data evolutions, or clarifications) with complete autonomy and accuracy
• Technical Troubleshooting: Investigate technical issues using SQL queries and platform tools to identify root causes
• Knowledge Base Capitalization: Document each case thoroughly in English, French, or both. This includes tracking analysis, root causes, and resolutions directly within the ticket, update internal resources in internal tools, and publish external documentation for clients
• Anomalies Detection: Leverage advanced monitoring tools to anticipate and detect anomalies, translating them into actionable solutions that ensure platform reliability
• Release Deployment Collaboration: Participate monthly in release deployments alongside QA, Solution Engineering, Product, and Infrastructure teams to ensure quality, reduce regressions, inform clients, and publish release notes in the Help Center
• Critical Escalation: Proactively escalate critical issues to relevant technical teams using our dedicated sync paths: virtual war-rooms for Code Reds, Slack for immediate visibility, Linear for hotfixes, and Notion for long-term tracking and follow-up
• Standardized workflows: Strictly follow established workflows for ticket management, escalation, and resolution across our tools, ensuring all actions consistently align with Pelico’s SLA requirements and quality standards
• Proactive communication: Maintain a high standard of transparency by proactively flagging any operational bottlenecks, technical blockers, or potential delivery delays to teams/management
• Cross-functional synergy: Collaborate smoothly with CustOps, Solution Engineering, Product, Sales, Marketing, and infrastructure teams to resolve systemic issues and fuel product improvements based on customer insights
• Team spirit & culture: Support teammates by actively offering assistance, sharing knowledge, and contributing to a positive, transparent, and problem-solving team culture

The application process

• Screening call with HR
• Call with the hiring Manager
• Technical Test and Product Demo
• HR debrief & Reference checks
• Offer letter

Benefits

• Office location in the center of Paris (75003) near Beaubourg
• Smart working policy & Remote flexibility
• Equity (BSPCE) for every pelican
• Premium health coverage: Alan Blue
• Monthly afterworks