Customer Operations Manager FR

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.

Your role's mission:

As a Customer Operations Manager , you will play a strategic and hands-on role in maximizing the impact of the Pelico platform with our 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 :

As Customer Operations Manager, you’ll play an crucial role in maximizing the impact of the Pelico platform with our users.

• 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

• 3+ years in customer-facing/operations roles.
• Passionate about customer success and achieving business goals.
• Strong interest in tech and data analytics.
• Experience in program/project management, especially onboarding.
• Excellent communication skills for technical and business audiences.
• Deep customer empathy and problem-solving ability.
• Growth mindset, adaptable, and focused on improvement.
• Supply Chain or manufacturing, and startup experience are a strong plus.
• English required; French/German is a plus.
  

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!
• Office locations : In the heart of Paris (75002) and Miami, USA.
• Stock Options: Available for every employee.
• Remote Flexibility: Enjoy the freedom to work from anywhere.
• Premium Health Coverage
• 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 : 30/45 mins
3. On-site or On-line case study presentation : 1h30 (nothing to prepare in advance)
4. Fit Interview : 45 mins