Customer Operations US - Pelico

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 SaaS 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 North America, you’ll play an instrumental role at maximizing the impact of the Pelico platform to 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 Customer Operations for North America you’ll be in charge of:

1. Customer Onboarding: Onboard new customers, implement software solutions and conduct users onboarding. Work closely with the rest of the implementation team to set realistic expectations, define success criteria, and maximizing Pelico’s impact at customers
2. Relationship Management: Build and maintain strong relationships with key stakeholders in client organizations, project managers, and end-users. Act as a trusted advisor to understand their needs, challenges, and goals, and provide proactive support and guidance.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
   

Preferred Experience

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

What you embody

• You combine a passion for the industry, technology and data with the will to have a sustainable and significant impact on industrial processes.
• You have the desire to join an early stage company and witness all steps of rapid growth.
• You are credible counterpart to operational leaders at established manufacturers and have deep industry knowledge to allow you understand complexities and challenges in a factory
• You have a track record of delivering impact in the supply chain space
• You are autonomous, analytical, problem solver
  

What we offer

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

• Work on a highly impactful product that users love!
• Healthcare Insurance
• PTO : 20 days + 10 bank holidays
• Stock Options for every Pelican
• Remote flexibility & 6 weeks of Work from Anywhere
• Trips to France to connect with the teams in headquarter (Paris)
• 401k
• Team events every quarter
• Premium health coverage (medical, dental & vision for you and your dependents)
  

Recruitment Process

1. Screening call with VP Operations
2. Interviews with USA team
3. Interview with CEO team
4. HR debrief & Reference checks
5. Offer letter within 48 hours.

Curious about life behind the scenes at Pelico? Check out our Instagram page! 
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