• Réceptionner les appels entrants et émettre des appels sortants • Identifier l’objet de l’appel et répondre aux demandes • Saisir les informations et gérer les dossiers clients en back-office • Assister aux formations sur les produits et services • Utilisation quotidienne de l’IA pour personnaliser les réponses aux clients

• Provide timely and professional support to association members via Freshdesk ticketing system and inbox support. • Manage, track, and resolve customer support tickets efficiently. • Ensure all member inquiries are addressed accurately and in a timely manner. • Assist with the rollout and ongoing use of Freshdesk for support ticket management. • Handle initial sales inquiries when the main sales setter is unavailable. • Provide coverage particularly on Sundays and Mondays, as the current setter works Tuesday through Saturday. • Ensure all inbound inquiries are acknowledged and directed appropriately. • Assist with Klaviyo email and SMS campaigns, including campaign setup, edits, and scheduling. • Manage lists and audience segmentation within Klaviyo. • Support the migration from AWeber to Klaviyo, ensuring data and lists are transferred correctly.

• You will build the Customer Success organization professionally from the ground up and define clear structures, KPIs, and processes. • You will develop the long-term Customer Success strategy—from onboarding playbooks and identifying upsell opportunities to churn prevention. • You will build a high-performing team and promote a consultative culture. • You will act as a strategic interface between customers, product, and sales. • You will implement the necessary tools and dashboards to make customer health and success measurable.

• Deliver outstanding technical assistance to our customers via phone, email, and chat while taking ownership of timely solutions • Build knowledge of our evolving software and the private markets industry in order to be a go-to expert who can share best practices and guide customers to success • Build valuable B2B customer-facing skills by developing strong relationships with customers and acting as their trusted advisor • Work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement solutions for our customers • Advocate by sharing customer feedback to inform product development and software improvements • Contribute towards cross-functional initiatives and strategic projects • Develop and refine internal documentation, processes, and procedures • Contribute to our positive and inclusive team culture by supporting your colleagues and sharing your knowledge and expertise