Lead Customer Operations - USA

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.

In a world where factory disruptions strike every 16 minutes, the future belongs to those who can turn complexity into clarity. At Pelico, we empower industrial leaders to transform disruption into opportunity, synchronizing people, data, and decisions in real time to unlock the full potential of operational resilience.

Our work has earned recognition from industry leaders, including Safran, with the Digital Transformation Award, and Microsoft, which named us Scale-Up of the Year.

Why Join 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.

About our Team

With a dynamic team of over 130 professionals representing more than 30 nationalities 🌍 in our main offices in the US and France, Pelico is a vibrant melting pot of top-tier talent spanning Tech, Data Science, and Manufacturing.

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 Lead Customer operations team for North America, you’ll play an instrumental role at maximizing the impact of the Pelico platform to 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.
• Recruit, Train, and Manage Teams: Hire and develop a high-performing Operations & Success team. Set expectations, mentor team members, and promote professional growth.
• 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 7 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.

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!
• A very competitive compensation package