Customer Incident Manager - SaaS Job at efficy (Paris)

Customer Success Manager - North America

We are a global leader in Lead Generation and we power the growth of 200 clients...

Location

United States , Boston

Salary:

Not provided

Dolead

Expiration Date

Until further notice

Requirements

5+ years in Customer Success / Account Management with a sales‑driven mindset (upsell/cross‑sell ownership) in Adtech/Martech, Performance Marketing, or data‑driven SaaS
Proven ownership of mid‑market/enterprise accounts with executive stakeholders
strong negotiation and commercial acumen
You enjoy working with numbers and funnel analytics
bonus if you’ve used Looker / Tableau / Power BI
Comfortable presenting to clients regularly
concise written and verbal communication
Self‑motivated, proactive, and thrives in a fast‑paced environment
Fluent in English

Job Responsibility

Own senior client relationships
Build trust with Marketing, Sales, and Revenue Operations leaders
align on goals, working cadence, and how we’ll measure success
Create quarterly success plans
Tie to the client’s objectives and define a focused set of metrics—gross revenue retention (GRR), net revenue retention (NRR), and customer‑acquisition‑cost (CAC) payback—plus leading indicators like lead‑acceptance rate and marketing‑qualified‑to‑sales‑qualified conversion (MQL→SQL)
Make the funnel work end‑to‑end
Track cost per lead (CPL), lead quality, MQL, SQL, and pipeline
identify bottlenecks and coordinate fixes with Performance and RevOps
Accelerate onboarding
Target time‑to‑value (TTV) within 30 days

What we offer

Healthcare: AETNA: individual & family - medical, dental, and vision plan & retirement Plan
Holidays: Flexible vacation time to promote a healthy work-life balance
Remote policy: 2 days/week WFH (if you’re based in the Greater Boston area)
Multicultural environment: +13 nationalities globally
Culture: Fun company and team events

Principal Product Manager

PagerDuty is seeking a Principal Product Manager to join our team! The Principal...

Location

Canada , Toronto

Salary:

156000.00 - 237000.00 CAD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

5 or more years of product management experience in SaaS, enterprise software, or developer tools
extensive experience in product management with a track record of owning process-driven or reliability-focused products at scale
demonstrated expertise in incident response, incident management, operations, or closely related domains
skilled at translating complex technical workflows into intuitive experiences for engineering, SRE, and business users
excellent communication and collaboration skills, with the ability to influence and drive consensus across cross-functional teams
strong leadership and organizational skills—able to set strategy, prioritize ruthlessly, and execute to deliver measurable outcomes
bachelor’s degree or equivalent practical experience

Job Responsibility

Drive the roadmap and execution for core incident lifecycle features and workflows, from incident detection through resolution and analysis
analyze and refine incident processes to deliver rapid, actionable, and seamless user experiences for responders and stakeholders
partner with engineering, design, customer support, and go-to-market teams to develop and launch incident management enhancements at scale
engage with customers and incident responders to uncover pain points, gather feedback, and surface new opportunities for process excellence
define, measure, and continuously improve key incident lifecycle metrics and operational KPIs
ensure compliance with evolving industry standards, regulations, and best practices for incident management
communicate product vision, roadmap, and status to internal stakeholders, customers, and executive leadership
cultivate a culture of continuous learning, data-driven decision-making, and iterative improvement within the product team

What we offer

competitive salary
comprehensive benefits package from day one
flexible work arrangements
company equity
ESPP (Employee Stock Purchase Program)
retirement or pension plan
generous paid vacation time
paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Technical Account Manager Team Leader

BioCatch is helping the world’s largest financial institutions prevent fraud whi...

Location

Israel , TLV

Salary:

Not provided

BioCatch

Expiration Date

Until further notice

Requirements

5+ years of experience in technical account management, customer success, or enterprise support roles, with at least 2 years in a leadership/mentorship capacity
Proven track record in leading customer-facing technical teams within enterprise SaaS, security, or fintech environments
Strong technical background with the ability to guide TAMs and engage directly with enterprise customers
Experience managing escalations and postmortem processes. Coordinating cross-functional teams
Excellent leadership, communication, and stakeholder management skills
A proactive mindset with the ability to balance hands-on technical work and team leadership
Broad technical fluency: APIs/SDKs
authentication (JWT/Basic/mTLS)
SSO (SAML/OIDC)
certificates/TLS

Job Responsibility

Lead, mentor, and develop a team of Technical Account Managers, fostering a proactive, ownership, and customer advocacy culture
Define and track team KPIs, ensuring consistent value and operational excellence delivery
Drive team enablement, training, and career growth, while promoting knowledge sharing and best practices
Provide high‑touch support services and ensure best‑practice support standards
Review overall customer operational health, guiding TAMs on risk mitigation and optimization
Oversee coordination of updates and enhancements across the TAM team
Enable TAMs to support their customers during their own release cycles
Create and manage a framework for the team to own and manage implementation, update, and maintenance projects for their customers
Ensure customers are informed about fixes, patches, and new releases, including demonstrations and impact assessments
Supervise escalations (incidents and Top Customer Issues), ensuring appropriate engagement of Engineering, Solutions, Operations, and Product teams

Fulltime

Senior Escalation Manager

Braze is at an inflection point in our maturity, with a key focus on Scalability...

Location

United States , New York City

Salary:

90000.00 - 117000.00 USD / Year

Braze

Expiration Date

Until further notice

Requirements

A skilled communicator able to effectively convey critical issue status (both verbally and written) to executive staff, go-to-market teams, and other stakeholders
Adept at translating complex technical problems into easily digestible terms for all audiences
A decisive leader capable of problem-solving and working effectively within cross-functional teams
Able to prioritize and execute tasks efficiently in a high-pressure environment
Experienced in responding to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
Technically proficient with specific tools for reporting, documentation, and observability (e.g., Jira, Confluence, Salesforce, Google Workspace)
Committed to operational excellence, using data-driven decision-making to minimize risk
Proficient in creating, interpreting, and utilizing data-driven reports to inform decision-making and drive process improvements
Possess a curiosity and willingness to continuously learn about our platform and how customers use it to achieve their business outcomes
Demonstrated ability to lead, make decisions, problem-solve, and work within cross-functional teams

Job Responsibility

Manage complex escalations, ensuring proper investigation, communication, and resolution throughout the escalation lifecycle
Lead cross-functional collaboration with technical experts, support teams, and executive leadership to ensure alignment in addressing escalated issues
Support and enhance the Escalation Management Function, problem management initiatives, and the executive customer escalation process
Develop and implement comprehensive action plans and solutions to address root causes, balancing cost, risk, and resource availability
Maintain and optimize escalation protocols and processes
Triage and prioritize escalations based on urgency and business impact
Translate complex technical information into clear business cases, impacts, and risks for stakeholders at all levels
Present and report on escalations, high-profile issues, and platform incidents to the management team and executives as needed
Drive continuous improvement in processes, service standards, and goals within the Escalation Management function
Analyze escalation performance metrics and quality trends, providing data-driven recommendations for improvements

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Fulltime

SaaS Cloud Service Delivery Manager

Responsible for the delivery of SaaS Cloud Services to customers across the Amer...

Location

United Kingdom , London

Salary:

Not provided

Arrows Groupe

Expiration Date

Until further notice

Requirements

Deep technical expertise in cloud (Azure/AWS certification preferred)
Strong leadership and stakeholder management skills
Knowledge of ITSM, IT security frameworks, and financial services compliance
Ability to manage complex contracts and technical discussions
Experience with JIRA or similar tools

Job Responsibility

Act as a customer advocate while ensuring high-quality service delivery
Lead incident, change, and disaster recovery activities
Coordinate delivery activities, scope changes, and resource allocation
Mentor and manage technical teams
Ensure compliance with cloud security, regulatory, and ITSM standards

Fulltime

Partner Success Manager

Be the anchor that turns great partnerships into lasting outcomes. Safewill is c...

Location

Australia , Sydney

Salary:

Not provided

Safewill

Expiration Date

Until further notice

Requirements

3+ years’ experience in partner success, customer success, relationship management or enterprise account management in SaaS, fintech, or financial services
Demonstrated success managing complex enterprise relationships in operational or enablement-focused environments
Strong organisational and delivery discipline - comfortable managing multiple partners, dependencies, and details at once
Data-literate with the ability to interpret performance metrics, identify opportunities, and articulate impact
Excellent communication skills and confidence engaging senior stakeholders
Proactive, structured, and at ease in a high-growth, ambiguous environment

Job Responsibility

Serve as the primary point of contact for partners post-launch, managing coordination, communications, and issue resolution
Deliver partner success plans, run monthly reviews, and ensure alignment to partner objectives and member/customer outcomes
Monitor adoption, engagement, and performance using internal dashboards and partner analytics
Work cross-functionally with Product, Data, and Operations to manage queries, incidents, and enhancement requests
Lead regular partner check-ins to share progress, insights, and actionable opportunities for optimisation
Identify opportunities to increase utilisation, engagement, and commercial expansion
Support renewal and pricing conversations with the GM and GTM & Enablement Lead
Translate partner performance data into structured insights that influence product and commercial strategy
Feed partner requirements and market trends into internal roadmap discussions
Partner with the GTM & Enablement Lead on implementation and launch activities

Fulltime

New

Incident Manager - Technical Customer Operations

We're growing our Customer Operations team and looking for an Incident Manager f...

Location

France , Paris

Salary:

Not provided

efficy

Expiration Date

Until further notice

Requirements

At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment
Customer-facing mindset: you're comfortable communicating with clients under pressure and know how to keep them confident
Strong coordinator, able to align multiple internal teams quickly and clearly
Rigorous and closure-oriented: open issues get resolved, not left open
Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer
Quick to get up to speed on product behaviour and business logic
Native level in French
Excellent command of English, written and spoken

Job Responsibility

Own production incidents from qualification to closure, coordinating all involved teams
Be the main point of contact for external clients during active incidents, keeping them informed at every step
Deliver structured post-incident reports and follow-up communications to external clients
Ensure every incident has a visible owner and clear progress at all times
Participate in steering committees and crisis meetings as needed
Track incident KPIs including MTTR, SLA compliance, and escalation rates
Monitor ticket progress across teams and escalate blockers when needed

What we offer

Direct impact on customer satisfaction and service quality
High-visibility role connecting Support, R&D, and Cloud teams
Career growth opportunities and internal mobility
Modern offices in 11 European locations
Fun team events & continuous learning
Competitive salary with bonus system
Hybrid working policy

Team Lead - Managed Services Operations

Design, build & operate the Local Vodafone Business Managed Services Operations ...

Location

Ireland , Dublin

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in engineering departments (preferably Electronics or Computer Engineering)
Deep understanding of operational concepts and procedures within manged services, with focus in managing and responding to security incidents and service faults
Experience in managing managed service projects and teams
Knowledge of Vodafone Business wide portfolio of product and services, with strong expertise on assurance/operations
Experience in hands-on delivery and operations of services for end customers, managing teams with end-to-end accountability of the customer service
Experience in setting up new technology/infrastructure to serve a new service portfolio
Excellent leader of people with ability to build relationships, engage and inspire
Strong collaboration skills harnessed towards delivering the right outcomes for Vodafone and our customers

Job Responsibility

Design, build & operate the Local Vodafone Business Managed Services Operations (Local MSO) team located in Dublin
Build the technical and process capabilities needed to deliver managed security, cloud and SaaS services with robustness, efficiency and operational excellence
Deliver, maintain and safeguard our clients’ digital assets and must exceed customer needs and requirements
Give efficient, innovative and leading-edge technical guidance and provide the strategic vision to define, build and scale the Local MSO
Build, lead and develop a managed service for security, cloud and SaaS that will deliver state-of-the art managed, professional and consultancy services
Accountable for the end-to-end set up and delivery of the Local MSO in Ireland, working in partnership with the Central MSO team and other local MSOs, local Vodafone Business and Technology functions
Accountable to define the technical infrastructure to set up the Local MSO in Dublin
Accountable to deliver excellent customer experience for the portfolio of Managed Services throughout the Sell, Build and Run journeys, including onboarding, preventive and reactive functions, for Security, cloud and SaaS product portfolio, including endpoint, network and cloud security, managed awareness, identity, threat intelligence and vulnerability management services
Service and security incident detection and response, forensic analysis and post incident review and improvement
Accountable to manage the product and customer lifecycle of managed services, meeting or exceeding customer satisfaction targets

What we offer

Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners

Fulltime

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Customer Incident Manager - SaaS

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Job Responsibility

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