Lead Customer Operations Manager - Italy

About Pelico :

Pelico is an innovative French scale-up on a mission to revolutionize manufacturing intelligence through resource optimization . We have developed a platform that enables factories to be more agile, efficient, and resilient, minimizing disruptions and ensuring continuous productivity.

At the forefront of supply chain disruption management , we empower factories with unmatched agility and resilience. Our cutting-edge SaaS Supply Chain Operations platform enables teams to swiftly navigate disruptions, ensuring maximum efficiency.

Since 2019, we’ve transformed operations for industry leaders in aerospace, industrial equipment, and luxury watchmaking, driving impact in 15+ countries. Trusted by Airbus, Safran, Cartier, Daikin, and Eaton , we are redefining the future of manufacturing.

About our Team

With a dynamic team of over 130 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.

Our Core Values :

• Empowerment

• Ownership

• Resilience

• Outcome Orientation

• Playfulness

Your role's mission:

As a Lead Customer Operations Manager , you will play a strategic and hands-on role in maximizing the impact of the Pelico platform with our Italian customers. Acting as a trusted partner, you will drive seamless onboarding, foster strong customer relationships, and collaborate cross-functionally to ensure users extract maximum value from Pelico’s solutions. Your work will directly contribute to accelerating our customers’ operational performance and Pelico’s growth.

Key Responsibilities :

• Build Trusted Customer Relationships : Strengthen relationships with customers to enhance their manufacturing intelligence with Pelico. Conduct business reviews to celebrate successes, plan goals, and resolve escalations empathetically.

• Oversee Customer Onboarding and Implementation : Lead onboarding by visiting customer sites and ensuring smooth software implementation. Drive user adoption through clear and consistent communication.

• Collaborate Across Teams and Share Feedback : Partner with sales, marketing, product, and support teams to ensure seamless customer experiences. Share insights to influence product development and strategy.

• Grow Accounts and Enhance Value : Identify and pursue upselling and cross-selling opportunities. Work with sales to expand customer accounts and increase value.

• Define Goals and Metrics with Customers : Collaborate with customers to establish clear goals, key metrics, and timelines. Solve challenges to deliver maximum business value.

Preferred Qualifications & Skills

• A minimum of 5 years of experience in a customer-facing and operations role.

• Highly energetic and passionate about driving customer success and supporting them in achieving their business objectives.

• Strong interest in technology with the ability to engage in informed discussions about the data analytics industry.

• Proven experience in program or project management, preferably focused on onboarding or customer-centric processes.

• Excellent written and verbal communication skills, with the ability to create impactful presentations for both technical and business audiences.

• Deep customer empathy, enabling you to listen attentively and address their unique needs effectively.

• A growth-oriented mindset, adaptable to experimenting with new approaches, learning from setbacks, and continuously improving.

• Experience in Supply Chain operations, advanced manufacturing, and high-growth startup environment are a plus.

• Familiarity with Italy's industrial landscape, automotive, luxury, aerospace, or industrial equipment is a strong plus.

• Italian & English are mandatory to effectively interact with our Italian customer base. French is a plus for collaboration with our Paris headquarters.

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

What we offer:

Our culture thrives on trust and empowerment complemented by benefits that truly support you like :

• Work on a highly impactful product that users love!

• Offices Locations : In the heart of Paris (75011) Or Milan

• Stock Options: Available for every employee.

• Remote Flexibility: Enjoy the freedom to work from anywhere.

• Premium Health Coverage : Up to 70% covered by Pelico (Alan Healthcare).

• Meal Allowance : €10/day worked, covered at 50% (via Swile card).

• Transportation Support: 50% public transportation coverage or an equivalent sustainable mobility package.

• Collaborative Environment: We foster a vibrant, growth-focused workplace where professional development and team connections thrive.

Your interview experience :

1. HR screening Interview : 30-45 mins

2. Hiring Manager Interview : 1h

3. On-line/Onsite case study presentation and product demo: 1h30 mins

4. Fit Interview : 45 mins

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