Senior HRIS Customer Success Consultant

Job Description
Lucca Software provides SaaS solutions to optimize administrative and HR processes. We have more than 8'700 clients and 1'400'000 users all around the world (130 countries).

We design software solutions that provide simple answers to specific needs: time & activity management, HR management, employee engagement, expense reports. Our goal is to increase productivity while providing our clients with a simple, efficient and user-friendly experience.

Given our strong growth (40% per year on average) and our ambitions, we need to strengthen our workforce, which currently stands at 750 people in France (Paris, Marseille, Nantes), Spain (Barcelona), Switzerland (Geneva, Basel) and now Germany (Munich).

In order to continue our expansion in this market, we are looking for an HRIS Customer Success Consultant to join our growing team in Germany. You will be a cornerstone of this adventure

Purpose of the job :

• Onboard new customers and lead the roll-out of their Lucca solutions.
• Follow up the customers on their needs over time and respond to new functional requirements, to ensure a happy and growing customer base.
• "Localize" by contributing to the continuous improvement of Lucca's consulting activity in Germany.

Details of the tasks :

Here are the main tasks you will do on a daily basis:

Customer onboarding (project management and implementation)

• Roll out our solutions for a wide variety of customers in often complex and high-stakes environments (SME as well as Large Accounts).
• Gain the trust of local companies in Germany as well as key accounts and their subsidiaries abroad.
• Gather the customer's initial needs and suggest an appropriate response.
• Adapt our software to the customer's local context in Germany.
• Train the administrators to use our software in total autonomy.
• Ensure the Go-live and the follow-up during the first weeks of use.
• Demonstrate flexibility and agility throughout the implementation in the event of unforeseen circumstances and technical challenges.

Follow-up of Key Accounts (support, account management)

• Keep a close eye on the satisfaction of your most important customers.
• Support these customers in case of level 2 issues.
• Carry out post-implementation check-ups.
• Identify and generate new cross sell or upsell opportunities to grow Lucca's reach to your German customers (lead generation).
• Be proactive in presenting new products that may address a customer's past issues.

Contribution to the localization and continuous improvement of the CS activity in Lucca :

• Participate in numerous cross-functional side projects.
• Adapt our offer and strengthen the market-fit of our solutions for the German market.
• Work in a team with different Lucca Business Units (Sales, Marketing, Product, etc.)
• Contribute to the continuous improvement of the business in Germany by going beyond your main tasks.
• Follow and participate in some projects from the pre-sales phase, supporting the sales team.
• Demonstrate autonomy and initiative in our agile mode of operation.

Requirements
You have prior experience in a project management role (at least 4-5 years).

❏ You have a Tech / SaaS affinity. You have successfully led end-to-end software implementation projects, coordinating internal teams and client stakeholders across all phases.

❏ You don't need prior HR knowledge, but it would be a plus.

❏ A willingness to be a key player in this adventure, contributing to the German market's growth.

❏ Looking for a dynamic work environment with varied missions requiring versatility and organization.

❏ Comfortable and eager to work with both local businesses and key accounts (C-Level).

❏ You speak German at a native level and you have a strong command of English.

❏ Clear and structured oral and written communication.

❏ Taste for human contact and pedagogy.

❏ An aptitude for solving practical and sometimes technical problems.

❏ A sense of service and a taste for things well done.

Selection process (in German and English)

• Step 1: Screening interview with HR (30')
• Step 2: Interview with the German Country Manager (60')
• Stage 3: Interview with an HRIS Consultant Team Leader (60')
• Step 4: Our "Final Talk" (45')