Key Facts

Remote From:

France

Full time

Senior (5-10 years)

French

Hard Skills

Other Skills

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Team Management
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Training And Development
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Problem Solving
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Communication
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Analytical Skills
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Multitasking
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Adaptability
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Teamwork
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Organizational Skills
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Strategic Thinking

Roles & Responsibilities

Bachelor’s degree in a relevant field.
5+ years of experience in customer support operations, process improvement, or a related role, preferably within a global SaaS or PLM environment.
Hands-on experience with Jira Service Desk, Confluence, and customer support ticketing systems.
Fluent French language with strong analytical skills and data-driven decision-making; excellent communication and stakeholder management.

Requirements:

Provide exceptional customer experience by ensuring timely resolution, monitoring the French customer base, managing queues, and maintaining proactive, meaningful updates.
Lead and develop the local support team, monitor adherence to procedures, manage workloads and time off, and conduct annual performance reviews.
Oversee training and enablement by identifying needs, coordinating with Education/R&D/global teams, and maintaining knowledgebase articles and mandatory trainings.
Drive operational excellence and reporting by refining processes, implementing changes, optimizing tooling, and reviewing regional metrics with leadership.

CENTRIC SOFTWARE INC

About CENTRIC SOFTWARE INC

From its headquarters in Silicon Valley, Centric Software® provides an innovative and AI-enabled product concept-to-replenishment platform for retailers, brands and manufacturers of all sizes. Centric delivers best-of-breed solutions to plan, design, develop, source, buy, make, price, allocate, sell and replenish products. - Centric PLM™ the leading PLM solution for consumer goods, optimizes product execution from ideation to development, sourcing and manufacture, realizing up to 50% improvement in productivity. - Centric Planning™ is an innovative, cloud-native, AI solution delivering end-to-end planning capabilities to maximize retail and wholesale business performance resulting in a 110% increase in margin. - Centric Pricing & Inventory™ leverages AI to drive margins and boost revenues by up to 18% via price and inventory optimization from pre-season to in-season to season completion. - Centric Market Intelligence™ is an AI-driven, market insight platform for data-informed decision-making on competitor offers and pricing as well as consumer trends and buying behavior. - Centric Visual Boards™ pivot actionable data in a visual-first orientation to ensure robust, consumer-right assortments and product offers. Centric Software is widely known for its connectivity to dozens of other enterprise systems, including ERP, DAM, PIM, e-com, and more, in addition to creative tools such as Adobe® Illustrator, a host of 3D CAD connectors and sustainability tools, such as Worldy. Centric Software’s market-driven solutions have the highest user adoption rate, customer satisfaction rate and fastest time to value in the industry. Centric Software has received multiple industry awards and recognition appears regularly in world-leading analyst reports and research. Centric Software is a subsidiary of Dassault Systèmes (Euronext Paris: #13065, DSY.PA), the world leader in 3D design software, 3D digital mock-up and PLM solutions. Visit www.centricsoftware.com.

Founded: 2018

Company size: 501 - 1000

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Job description

Manager, Customer Support

Location: Remote (preferably France region)

Job Summary:
At Centric Software we embrace our customers. Their success is in lock step with our success.
As the Support Manager, you will bring a highly organised and analytical approach to driving operational excellence within our EMEA customer support organisation. This individual contributor role will report directly to the EMEA Director of Customer Support. This role will focus on the day-to-day management of customers and the support team to provide customer satisfaction, enable business growth and decision making. The manager will need to drive strategic initiatives, enforce standardised processes, collaborate with cross-functional stakeholders and monitor team performance. You will need to work with the Support Directors to provide recommendations for improvement opportunities and efficiencies.

Key Responsibilities:
Customer Experience:

Champion customer centric philosophy by ensuring timely and effective resolution of customer issues.
Management of French customer base
Monitor incoming queues to ensure that tickets are picked up and responded to in an appropriate and timely manner.
Ensure that ongoing responses, timely updates and meaningful updates are provided.
Monitor customer satisfaction. Respond to customers’ concerns and complaints to provide the highest level of satisfaction possible.
Implement best practices and processes to establish excellence in escalations, problem solving and knowledge management.
Ensure adherence to these processes across the region, driving consistency and efficiency.
Organise and run customer handover calls with new customers.

Team Management:

Lead, mentor and manage the local support team.
Measure and monitor individual adherence to procedures and goal.
Manage team holiday and time off requests
Monitor team and individual workloads, adjusting as required.
Authorise individual expenses.
Conduct yearly reviews with each team member and document performance, progress and goals for the coming year. Provide recommendations for promotions, pay reviews and bonuses.
Organise regular team meetings
Provide input on Support team requirements for the coming year.

Training and Enablement:

Identify key team and individual training requirements. Work with the Education team, R&D, Services and global support teams to organise and run sessions.
Ensure that knowledgebase articles are created, documented and followed.
Ensure that team completes mandatory company training on issues such as security, safety, IT, HR and best work practices.

Metrics and Reporting:

Review regional support stats each month with Support Regional Support Director.
Update and review customer reference details in Jewels.
Attend weekly customer reference call with senior management and biweekly CRG review call. Document and follow up on actions for each customer.

Operational Excellence:

Regularly review and refine processes, with Support Management and Operations Management, based on feedback and operational insights.
Recommend new processes & procedures based on new products or other business changes.
Recommend changes to existing processes & procedures based on new products or other business changes.
Drive the roll out of new / changed processes & procedures locally.
Recommend changes to tooling to help drive efficiency and team productivity.

Qualifications:
Education:

Bachelor’s degree in relevant field.

Experience:

5+ years of experience in customer support operations, process improvement, or a related role, preferably within a global SaaS or PLM (Product Lifecycle Management) environment.
Proven ability to document, standardize, and enforce operational processes across a distributed team.
Hands-on experience with Jira Service Desk, Confluence, and customer support ticketing systems.

Skills:

Fluent French language
Strong analytical skills, with experience in extracting insights from support metrics and making data-driven recommendations.
Excellent communication and stakeholder management skills.
Self-starter with strong organisational skills and the ability to manage multiple projects in parallel.

Strategic thinking and ability to drive change.
Data-driven decision-making.
Customer-focused mindset.
Collaborative and adaptable.

What we offer:

Competitive salary and benefits.
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
Opportunity to work with a dedicated and motivated international team.
A remote work environment built on collaboration, flexibility, and respect.
Varied and challenging work to help you grow your technical skillset.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.