Sweep is hiring an Customer Enablement & Support Coordinator to work on our enterprise climate program software.

Ok, sounds promising. What will I be doing?

Customer enablement plays a key role in setting the foundation for our customers’ long-term success as it entails creating the right resources to optimize and facilitate their product adoption and comprehension of both our platform and key concepts around Carbon & ESG.

You will help drive our customer enablement by developing and managing the quality of our training resources and connecting the dots between our product documentation, our online training platform Sweep School and customers’ support requests.

Your goal will be to help optimize the onboarding process by providing guiding materials to clients through their initial interaction with our product, and helping them realize the full potential of our platform. This will enable our success team to create lasting relationships with customers, drive product adoption, and ultimately contribute to customer success and retention.

In parallel to this mission, as customer support coordinator, you will be responsible for supporting our customers along their climate journey as they are using our SaaS tool – providing ongoing support via our help center, building long-term relationships, and implementing new processes that will increase our business’ revenue potentials and minimize churn rates.

You will work directly with active customers to help solve their challenges and ensure their satisfaction.You will also collaborate closely with the other teams to ensure customer questions, feedback and concerns are addressed in a timely manner.

To be more specific, this includes:

1. Be our Customer support coordinator 👥

• Monitor and manage our customer support channel to answer requests from your customers and solve issues fast and efficiently
• Triage requests and escalate to the relevant teams (Delivery, Success or Product) when needed
• Proactively identify areas for improvement in our customer support processes and Intercom platform usage with the aim to reduce our response time and make sure customers receive timely and effective support
• Aggregate customer feedback to continuously improve our help & training content in collaboration with our product (documentation) team
• Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention
• Identify and promote product updates relevant to a customer’s needs, industry, usage patterns to ensure optimal use of our solution and its adoption by our customers
• Constantly monitor and improve key metrics like NPS and CSAT

2. Drive successful customer enablement and our customers’ autonomy 🎒

• Assist the customer success team with the foundations to provide ongoing guidance and training materials to customers throughout their journey, from Onboarding to Success phase
• Assist creating training programs and self-learning materials, including webinars, documentation, and instructional videos in close collaboration with the product documentation team alongside new feature development
• Coordinate with the customer onboarding and product documentation teams to keep training materials always up-to-date
• Assist with managing Sweep’s Online Training Platform to ensure all content-related updates are live, and support user management for Sweep School.
• Help the marketing team build customer communities via webinars and user groups

3. Drive Product Adoption 🤓

• Educate customers on how to make the most of our software, effectively addressing their specific business needs and challenges
• Collaborate with the product team to communicate customer insights and influence product enhancements to drive customer satisfaction

4. Collaborate across teams 🤝

• Collaborate with the Delivery, Success and Product Teams to ensure a seamless experience for our customers along their entire journey on Sweep

That sounds just right for me. What do I need to bring?

Glad you asked. This is who we’re looking for

Qualifications 🏆

• 1+ years of experience in customer success, account management, Customer Enablement and/or Onboarding within a SaaS or technology company
• Empathetic and customer-oriented mindset, ensuring a positive customer experience throughout the customer interaction
• Excellent communication and interpersonal skills
• Experience with creating training materials and using online training platforms
• Strong problem-solving skills and ability to connect the dots
• Knowledge of CRM tools and customer success platforms, Intercom is a plus
• First experience working in a SaaS company ideally in the B2B Enterprise space is a plus
• Proficient in French and English

Qualities 🧠

• You are strong in building relationships with customers and work across teams
• Empathetic and customer-oriented mindset, ensuring a positive customer experience throughout the onboarding journey
• You are quick on your feet, but when it comes down to it you value quality over quantity
• You are open to constructive feedback
• You are enthusiastic, self motivated and autonomous
• You have exceptional ability to communicate and foster positive business relationships
• You are data-driven, using insights to inform decisions and improve processes
• You care about our mission to create a better future for all of us

Copy that. And what’s in it for me?

You will be joining an exciting young business that has the humble ambition to change the world. With a proven track record in starting companies, we’re planning to hit the ground running and have an impact fast. Joining this journey right at the beginning allows you to really help shape our path.

Our hybrid work model, with hiring focussed around our head offices in Paris, London and Montpellier, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.

We’re big believers in creating successful businesses that are good for everyone, including society and the planet. That’s why we have a B Corporation status.

We think this will be the ride of our lives. And maybe yours, too.

Department

Sustainability

Locations

Montpellier, Paris, London

Yearly salary

€35,000 - €40,000

Employment type

Full-time

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