Senior Platform Adoption & Care Lead - CDI - Paris - F/H/X

We are seeking a highly motivated and customer-centric Senior Platform Adoption & Care Lead to join our dynamic team to manage our international customers from our HQ based in Paris.

As a Senior Platform Adoption & Care Lead, you will play a crucial role in ensuring a seamless transition and successful adoption of our platform by our clients.

You will serve as the primary point of contact for end-user enablement, platform improvement, and issue resolution, helping our clients harness the full potential of our solution.

This role requires a passion for data & tech topics, excellent problem-solving skills, and exceptional communication abilities.

YOUR ROLE

• Primary point of contact for end-user enablement, platform improvement, and issue resolution.

• Provide exceptional customer service by promptly addressing and resolving client questions, concerns, and technical issues through various channels (e.g., email, phone).

• Conduct thorough training sessions and workshops to educate clients on the platform's features, functionality, and best practices.

• Proactively identify and troubleshoot platform-related issues, working closely with cross-functional teams to provide timely resolutions.

• Collaborate with the product team to gather client feedback, identify areas for improvement, and contribute to the continuous enhancement of our platform.

• Contribute to the creation and improvement of internal processes, with a specific focus on international deployment.

• Maintain accurate and up-to-date records of client interactions, support tickets, and issue resolutions in our CRM system.

• Act as a multiplier by defining and upholding the "Gold Standard" for our documentation and processes.

• Mentor team members and foster a high-performance culture of knowledge-sharing.

YOUR PROFILE

• Leadership & Mentorship: First experience managing or coaching a Customer Care, Platform Adoption, or Customer Success team, with a demonstrated ability to guide junior team members and elevate team standards.

• B2B SaaS Expertise: 3+ years of experience in Care, Implementation, or Customer Success, with a proven track record of driving platform adoption and long-term user stickiness.

• Product Advocacy: Experience in close collaboration with Product/Engineering teams, translating user friction into structured feedback and data-driven insights to influence the Product Roadmap.

• Strategic Problem Solving: Experience in identifying recurring patterns to design structural changes and optimized workflows that enhance both team efficiency and the overall customer journey.

• Radical Autonomy: Demonstrate a "builder" mindset with the ability to navigate ambiguous "grey areas," manage competing priorities, and deliver high-impact results in a fast-paced environment.

• Communication Excellence: Ability to articulate complex technical concepts in a clear and concise manner. High proficiency in both English and French (written and verbal).

Why join Deepki?

Deepki’s teams are dedicated to making an impact by harnessing data to transform the world’s most carbon-intensive industry into a force for good for the planet, creating virtuous real estate. They embody our core values: Trust, Care, Act which represent a fundamental element of life at Deepki.

Our employees are at the heart of everything we do, and we strive to provide a comfortable environment where they can flourish.

• Up to 3 days/week remotely

• In-house training

• Alan health insurance

• €10/lunch voucher per day worked (55% paid by the employer)

• 50% reimbursement for public transportation or sustainable mobility package

• International environment

• Access to Edflex (learning platform), Wellpass (ex-Gymlib) platform, and Ekie (legal advice platform)

• Dynamic and passionate ecosystem where everyone's initiatives have a place

• Large office with terrace in the heart of Paris (75011)

More about Deepki

Founded in 2014, Deepki supports real estate players in their transition to net zero and sustainability. To achieve this transition, Deepki helps realign stakeholders’ interests to build efficient strategies and transform real estate into a positive force for the planet.

Deepki is the only company in the world offering a fully-populated sustainability data intelligence platform combined with expert advisory services. The company’s end-to-end solutions leverage data to improve sustainability performance and maximize the value of real estate assets.

Deepki has offices across Europe in Paris, London, Madrid, Milan, and Berlin, with ambitious expansion plans.

Key Figures:

• Locations: Amsterdam, Berlin, Copenhagen, London, Madrid, Milan, New York, Paris, Seattle, Singapore, Sydney, Zurich

• Clients: 600+

• Users: 70,000+

• Countries: 90+

• Connectors: 7,300+

We are looking for talented individuals who share our drive and motivation to accelerate real estate’s environmental transition on an international scale!

Our team represents a mixture of different backgrounds and experiences, working together to ensure the best possible customer experience. We pride ourselves on our employees’ openness and curiosity. Joining Deepki means becoming a team player, being willing to learn, and giving purpose to your work!

Do you feel like you meet most requirements, but not all of them? We still want to hear from you!

Deepki is an Equal Opportunity Employer. We do not discriminate on the basis of ethnicity, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, sexual orientation, age, national origin, non-disqualifying physical or mental disability, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, passion, merit, and business need.