Customer Success Public Sector

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 uploads and consumption of purchase orders (POs) so invoicing is smooth.
• Renewal Driving: Anticipate project end dates and offer support to secure renewals and ensure business continuity.
• Primary Point of Contact: Act as the main contact for incoming client requests, resolve issues directly or escalating to internal teams such as Finance.
• Contractual Compliance Expertise: Be the expert on client contracts (SLAs, penalties) and internal workflows (PO processes) to guarantee strict application of contractual terms.
• Driving Client Autonomy: Promote platform benefits and conduct live demos to train clients on self‑management of operations.
• Partnership with Account Managers: Work closely with AMs as subject‑matter expert on renewals and PO management to drive business growth.
• Process Optimization: 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 or a large‑account subcontractor environment is a strong asset.
• Administrative Rigor & Compliance: Strong organization, attention to detail, and a structured mindset. Comfortable following strict validation workflows and managing rigorous documentation.
• Solution & User‑Oriented: Excellent interpersonal skills, patience, and diplomacy. Passion for helping users (freelances), solving platform issues, and navigating complex administrative structures calmly.
• Tools & Data: Proficiency in collaborative and analytical tools (Google Sheets/Excel) and an appetite for mastering internal platform configurations.
• Languages: Full fluency in English essential. French is a huge plus.

Benefits

• Hybrid remote policy – 3 days office / 2 days home‑office.
• One‑month paid sabbatical after 3 years.
• Stock options.
• Mobility budget.
• Lunch vouchers – Monizze, €8/day.
• Home office allowance – €160 for home office and internet.
• Premium healthcare coverage by AXA.
• Free books: let us know topics and we’ll order them.

EEO Statement

At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability. All applicants will be subject to background screening. For more information see our candidate privacy policy.