Senior Customer Operations Manager (UK)

<h3>About Pelico :</h3><p>Pelico is an innovative French scale-up on a mission <strong>to revolutionize manufacturing intelligence through resource optimization</strong>. We have developed a platform that enables factories to be more agile, efficient, and resilient, minimizing disruptions and ensuring continuous productivity.<br/></p><p>At the forefront of <strong>supply chain disruption management</strong>, 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.</p><p>Since 2019, we’ve transformed operations for industry leaders in <strong>aerospace, industrial equipment, and luxury watchmaking</strong><strong>, driving impact in 15+ countries</strong><strong>. Trusted by Airbus, Safran, Cartier, Daikin, and Eaton</strong>, we are redefining the future of manufacturing.</p><p><strong>About our Team </strong></p><p>With a dynamic <strong>team of over 130 professionals across the US and France,</strong> Pelico is a melting pot of top-tier talent from Tech, Data Science, and Manufacturing domains. </p><p>Our collaborative environment fosters innovation and excellence, driving us to solve complex challenges and shape the future of manufacturing. <br/></p><p><strong>Our Core Values : </strong></p><ul> <ul> <li>Empowerment</li> <li>Ownership</li> <li>Resilience</li> <li>Outcome Orientation</li> <li>Playfulness</li> </ul></ul><h3>Your role's mission: </h3><p>You play a strategic role in attracting, assessing, and hiring top talent while ensuring a seamless candidate experience and alignment with business goals. With expertise in recruiting for C-level, VP, and mission-critical roles, you combine technical proficiency, leadership, and a people-centric approach to drive hiring success.<br/></p><p><strong>Key Responsibilities : </strong><strong></strong></p><ul> <p>As a Senior Customer Operations Manager, you’ll play an crucial role in maximizing the impact of the Pelico platform with our users.<br/></p><ul> <li><strong>Build Trusted Customer Relationships</strong>: Strengthen relationships with customers to enhance their manufacturing intelligence with Pelico. Conduct business reviews to celebrate successes, plan goals, and resolve escalations empathetically.</li> <li><strong>Oversee Customer Onboarding and Implementation</strong>: Lead onboarding by visiting customer sites and ensuring smooth software implementation. Drive user adoption through clear and consistent communication.</li> <li><strong>Collaborate Across Teams and Share Feedback</strong>: Partner with sales, marketing, product, and support teams to ensure seamless customer experiences. Share insights to influence product development and strategy.</li> <li><strong>Grow Accounts and Enhance Value</strong>: Identify and pursue upselling and cross-selling opportunities. Work with sales to expand customer accounts and increase value.</li> <li><strong>Define Goals and Metrics with Customers</strong>: Collaborate with customers to establish clear goals, key metrics, and timelines. Solve challenges to deliver maximum business value.</li> </ul><h2><strong>Preferred Qualifications &amp; Skills</strong></h2><ul> <li>A minimum of 5 years of experience in a customer-facing and operations role.</li> <li>Highly energetic and passionate about driving customer success and supporting them in achieving their business objectives.</li> <li>Strong interest in technology with the ability to engage in informed discussions about the data analytics industry.</li> <li>Proven experience in program or project management, preferably focused on onboarding or customer-centric processes.</li> <li>Excellent written and verbal communication skills, with the ability to create impactful presentations for both technical and business audiences.</li> <li>Deep customer empathy, enabling you to listen attentively and address their unique needs effectively.</li> <li>A growth-oriented mindset, adaptable to experimenting with new approaches, learning from setbacks, and continuously improving.</li> <li>Experience in Supply Chain operations, advanced manufacturing, and high-growth startup environment are a plus.</li> <li>Native English is mandatory (French/German a plus) to effectively interact with our international customer base.</li> </ul><p> <em><strong><em>Pelico promotes inclusion and non-discrimination, and acts daily in favor of social mix, gender equality, senior citizens &amp; disability</em></strong></em></p></ul><h3>What we offer: </h3><p>Our culture thrives on trust and empowerment complemented by benefits that truly support you like :</p><ul> <ul> <li>Work on a<strong> highly impactful product</strong> that users love!</li> <li><strong>Office locations</strong>: In the heart of Paris (75002) and Miami, USA.</li> <li><strong>Stock Options:</strong> Available for every employee.</li> <li><strong>Remote Flexibility: </strong>Enjoy the freedom to work from