Customer Engagement Specialist

Malt

🪐 Discover our galaxy   Join the Future of Work ! Malt is Europe's leading freelance marketplace, connecting over 1,000,000 talented freelancers with 100,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different: A diverse team of 600 Malters across 6 European countries A culture that champions equality (50% of our Comex are women) and inclusive growth Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI A mission to give everyone the freedom to work differently Ready to help shape the future of work? Your next chapter starts here! 🪐 At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive. You will join Malt as a Customer Onboarding & Success Manager - Public Sector, based in Brussels. You will work hand-in-hand with our teams to manage one of our key european clients.  Your main mission will be to ensure the flawless operational execution and administrative delivery of this contract throughout its lifecycle. You will be the guarantor of compliance with strict public procedures, acting as the primary operational point of contact and dedicated partner for the freelances deployed on this framework agreement.

Nicolab

YOUR MISSION Role Description At Nicolab, customer success is fundamental to our mission. We partner closely with physicians to ensure they realize the full clinical and operational value of our solutions. We believe that the greatest impact of our technology is achieved when it becomes an integral part of day-to-day clinical decision-making. As a Customer Success Specialist, you are responsible for helping customers successfully adopt and expand the use of Nicolab's solutions, including StrokeViewer and Nicolab Assist in EMEA. By building strong relationships with clinicians, understanding their challenges, and proactively supporting them throughout their journey, you help ensure they achieve meaningful improvements in workflow efficiency and patient outcomes. You play a critical role in shaping and executing Nicolab’s regional and company-wide Customer Success strategy, ultimately driving customer retention, regional adoption, and long-term customer satisfaction. Through data-driven insights, regular customer engagement, and close collaboration with our Commercial, Product, and Implementation teams, you identify opportunities to increase adoption, address risks early, and ensure customers continue to see value from our solutions. Ultimately, your work directly contributes to Nicolab's mission of empowering healthcare professionals with the right information at the right time. Today, our technology contributes to a 12% increase in patients being free from severe long-term disability after a stroke. As Nicolab Assist expands beyond stroke care into other clinical domains, you will help ensure that even more healthcare professionals and patients benefit from the impact of our technology. Key Responsibilities  * Drive adoption of StrokeViewer, Nicolab Assist, and other Nicolab solutions across hospitals, clinicians, and regional stroke networks. * Execute Customer Success initiatives across the EMEA region and contribute insights to improve Customer Success programs and strategy. * Monitor customer usage, adoption, retention, and success KPIs to measure value realization, identify risks, and drive proactive actions that support successful outcomes. * Build strong relationships with KOLs, physicians, stroke teams, hospital leadership, and other key stakeholders. Develop customer champions and reference sites that support adoption and expansion opportunities. * Conduct regular customer reviews and engagement meetings to support adoption, address concerns, and maintain proactive relationships throughout the customer lifecycle. * Develop and maintain Customer Success Plans for assigned customers across EMEA, including biannual reviews of adoption goals, operational priorities, and customer success metrics. * Support customer retention by proactively identifying risks, strengthening customer engagement, and identifying opportunities for account growth in partnership with the Commercial team. * Represent the Voice of the Customer within Nicolab for the assigned customer base. * Work with Product, Development, Operations, and Commercial teams to address customer needs and priorities. * Deliver customer and partner training programs and support customer communications, including product updates, release notes, adoption campaigns, surveys, and training initiatives. * Support post-market surveillance activities by documenting and escalating customer feedback, complaints, and product observations in accordance with company processes, including the preparation of final post-market surveillance reports. YOUR PROFILE Qualifications  * 2+ years of experience in a customer success, account management, or related role within the healthcare industry, or 2+ years in a hospital * Understanding of clinical workflows and the challenges faced by healthcare professionals in hospital environments. * Strong analytical and problem-solving skills, with the ability to identify customer risks, opportunities, and adoption trends. Ability to work with a strong cross department team to support technical, support, and training aspects. * Customer-centric mindset: Understanding of customer service principles and the ability to maintain a customer-first approach in all activities. * Professional fluency in English. * Tech savvy What you'll Bring * Understanding of hospital workflows and the challenges faced by clinicians in delivering timely, high-quality patient care. * A customer-focused mindset with a genuine interest in helping customers achieve successful adoption and measurable value from Nicolab solutions. * Ability to analyse customer usage data, identify adoption opportunities or risks, and take appropriate action. * Strong communication and relationship-building skills, with the ability to engage effectively with clinicians, hospital stakeholders, and cross-functional teams. * A collaborative approach and willingness to work closely with Commercial, Product, Implementation and Development teams to support customer success. * Strong organisational skills with the ability to manage multiple customer activities, priorities, and follow-up actions WHY US? We Offer You  * Chance to make a real difference in patients' lives * Work in a stimulating environment with a motivated team * Flexible Employment Agreement: Part time / Fulltime / Freelance * Flexible working hours * Laptop + home office/IT equipment* * Employee Stock Option Plan (ESOP)* * Corporate programs including Employee Referral Program with rewards * Learning & Development opportunities including in-house training and coaching, professional certifications, and over 22,000 courses on LinkedIn Learning Solutions and much more.         *All benefits and perks are subject to certain eligibility requirements  Application Process * Interview with Recruiter/HR * Interview with Hiring Manager * Technical assessment with Peers (no managers present)  * Prior employment verification check (reference/background check) * Interview with Executive

Warp

ABOUT WARP Warp is the AI-native Employee Management Platform for ambitious companies. Our platform includes HRIS, payroll, IT, benefits, tax compliance, and more - all built from scratch on an AI-native architecture from day 1. Warp embeds itself into every part of a company's people operating layer, we process over half a billion $ annually in payroll, on track to grow to $2B. Legacy vendors in our space built their businesses by profiting from complexity. Warp is built from day one for AI to be the primary operator, not a feature. Every advance in LLM capability widens our lead. We hire people who ship constantly, own outcomes, and care about craft. We're in the office five days a week because speed and proximity are a competitive advantage at this stage. If you want to build something that automates an entire category of core work, not just another point solution, this is the place. We've raised over $85M from top investors like Ashton Kutcher/Sound Ventures, Y Combinator, founders of Dropbox, Replit, SV Angel, and Homebrew Capital. Built by an obsessive team from MIT, Ramp, Brex, Google, Dropbox, Apple, and more. ABOUT THE ROLE As a Customer Experience Specialist at Warp, you'll be the frontline advocate for our customers and a deep product expert on the Warp platform. You'll join our growing Customer Experience team — reporting to the Head of Customer Success — and serve as the go-to person when customers need guidance, answers, or hands-on support. This isn't a ticket-submitting role. You'll be a true partner in resolving customer cases end-to-end, translating real customer pain into actionable insights for our engineering and product teams, and getting ahead of issues before they become patterns. WHAT YOU’LL DO * Own real-time customer engagement via chat, Slack, and email — maintaining high service quality and fast response times * Resolve complex payroll challenges including tax notices and payment issues * Develop deep product expertise in Warp and serve as the team's internal resource for how the platform works * Partner with engineering on customer cases — context-setting, reproducing issues, and seeing them through to resolution rather than simply escalating * Translate customer-reported issues into clear, well-documented technical briefs that engineering and product can act on * Identify recurring or deep-rooted issues and bring them to leadership with recommendations — shifting from reactive resolution to proactive prevention * Communicate with third-party partners integrated with Warp on behalf of customers * Build and maintain a customer-facing knowledge base that evolves with product rollouts and common queries YOU WILL BE GOOD FOR THIS ROLE IF YOU * Are genuinely curious about how products work and motivated to become a subject matter expert * Can translate complex or technical issues into plain language — for customers and internal teams alike * Spot patterns in customer feedback and think about root causes, not just quick fixes * Take ownership of customer cases from first touch to full resolution * Thrive in a fast-paced environment where processes are still being built WHAT YOU NEED * 1–2+ years of customer support experience, ideally in a technical or product-forward environment * Strong documentation and follow-up skills with meticulous attention to detail * High customer empathy paired with sharp problem-solving instincts * Experience with tools like Linear, Pylon, or Slack — or ability to learn quickly * Ability to manage multiple cases simultaneously without letting anything fall through the cracks * Nice to have: background in HR, payroll, or financial services BENEFITS AT WARP: * 100% Health Coverage: Comprehensive medical, dental, and vision plans for you and your dependents. * 401(k) Matching: Start investing in your future from day one. * Unlimited PTO: We offer flexible PTO, meaning you’re trusted to take the time you need to recharge while balancing your responsibilities and team commitments. * Commuter Benefits: Pre-tax commuter benefits for your daily trip to our NYC office. * Catered Lunch Daily: Great food, every day, on us. No meal prep, no decision fatigue. * Quarterly Offsites: Beautiful locations to connect as a team. Past locations include Spain and Catskills. Warp is based in New York City, and we prioritize candidates who can commit to being on-site 5x per week. Please refer to the top of this page for this position's hiring location.