THE TEAM AND YOUR ROLE
- As part of our growth, we're hiring for someone to lead our post-sales customer experience, overseeing the implementation of our product, the day-to-day run, and the potential account expansion. Our customer base include software, fintech and infrastructure companies mainly based in Europe and the US, such as Mistral.ai, Together.ai, Swan.io.
- This role is based either in-office in Paris in our gorgeous new office in the 10th arrondissement, and/or remote in a timezone that is +2/-2h from CET.
- We're a team of 12 today and will be a team of 20 in the upcoming months, and we're all about Customer Experience, Product, and Open Source.
Your role includes:
- Deeply understand the customer, their business objectives, their workflows, and their goals to demonstrate value as effectively as possible
- Utilize deep technical expertise to drive and project manage customer implementations from end to end
- Deliver excellent customer experience throughout the implementation project by providing consistent, clear communication across multiple stakeholders
- Distinguish between “must-have” and “nice-to-have” requirements and feedback from the customer throughout implementation
- Make sense of ambiguous and/or complicated business requirements and translate them for a variety of audiences
- Document the Implementation project plan for internal and external understanding. Define project milestones and meet them; clearly communicate dependencies and ownership (status updates to the various audiences, clear priorities set internally and externally)
- Identify and mitigate project risks such as scope creep, stakeholder engagement, customer IT resourcing, internal backlogs; escalate appropriately to internal and/or customer executives
- Build trust, understanding and influence with members of technical and operations teams who contribute to the implementation and then use our product
- Leverage these "live" cases to build a repeatable playbook (e.g., learnings, frameworks, best practices) to support our growth
THE PERSON WE ARE LOOKING FOR
- 3+ prior experience in Technical Project Management, Sales/Success/Solution Engineers, or other Customer-facing roles with Mid-Market or Enterprise business customers
- A technical software engineering background by training
- A passion for the preciseness required when scoping an implementation or migration, while thriving on leading negotiations: with strategic thinking, patience and emotional intelligence. Untangling complex and ambiguous cross-functional projects will be the day-to-day job.
- Comfortable holding others accountable to tasks and deadlines
- Ownership mentality and initiative - if you see something needs to be done, go do it!
- Enthusiastic about learning technicalities of domain-specific concepts such as billing, payments, integrations, even ingestions, open-source.
Competitive package including equity ; Remote-friendly ; Regular workations, usually by the ☀️🌊🏄♀️
About the interview
- 20-min first call
- Technical case or pairing
- Review of the case with the team
- Offer
What we commit to:
- Your time is precious, and we'll do our very best to be time-conscious with yours.
- If you're open to it, we commit to give you the most constructive feedback as possible on your case, as we are aware it's quite an investment of time on your side.
- We approach recruiting as a 2-way street, we make offers when we have a strong conviction on the mutual fit: in terms of skills, mindset, cultural fit.
About Lago
Lago is the open-source platform that helps engineers build better monetization systems. They enable software teams to build customizable and scalable usage metering, subscription management, billing, invoicing, and payment systems.
Lago is the leader of their category on Github (5k+ stars), won « Product of the month » on ProductHunt, and is used by leading companies such as Mistral, Together, Swan, Juni, Fintecture, JuliaHub, Regate, Flipside Crypto, Unifonic, Vida.id , Bureau.id, Sortium.
Lago’s founding team had previously built and scaled the home-grown monetization system of fintech unicorn Qonto from pre-launch to series D.
OUR VALUES
- Ambition: we aim big, because otherwise, where is the fun?
- Progress: we care more about the grit, the steep learning curve, the resilience and creativity muscles, than the current status or where you come from.
- Humble confidence: we know our strengths and always strive for excellence, but we also know there’s so much we don’t know yet
- Pay it forward: we’ve all started somewhere, people gave us a hand when we needed one, we don’t forget this, and reinforce this positive cycle
- Not taking ourselves too seriously: we are ambitious, restless learners and hustlers, but at the end of the day, our health (physical and mental), and our loved ones are what matter the most.