Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.

Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale..

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin and Jules. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.

Client Success is at the heart of everything we do!

Our team of Engagement Managers, Adoption Digital Consultants, Retail Expert, Support Agents and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach, and train on the Goodays solution, and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks, and coaching.

We are looking for a Digital Adoption Consultant to join our great CS team. The objective of the DAC is to ensure the adoption of our solution by users at all levels (HQs, local stores, etc.)! They adapt actions tailored to each brand and sector. Attentive, empathetic, and always ready to adapt, the DAC proactively suggests ways to maximize the adoption of our solution by all users.

In this role, the Digital Adaption Consultant will:

• Support stores in their digital transformation and help them develop a mindset and behaviors focused on "Customer Obsession."

• Collaborate with the client's central teams, define the support plan for the field teams, ensure the deployment of our solution, facilitate the onboarding of users to Goodays, and provide user support throughout the client's lifecycle.

• Throughout the launch phase and/or when solicited to draft specific actions plans for customers in the run phase while ensuring follow-up and support for our clients.

• Ensure follow-up and support for our clients throughout the launch phase and when drafting specific action plans for customers during the run phase.

• Propose and deploy a support plan dedicated to our users in stores during project launches.

• Guarantee the adoption of the platform by its end-users through the execution of dedicated action plans, monitoring of adoption KPIs, and the organization of actions and programs: webinars, challenges, interviews, newsletters…

• Optimize our existing processes and enrich our best practices to strengthen Goodays’ presence in our user's daily basis.

Desired Education & Experience

• Bachelor’s degree (Bac +3/4) from a Business/Communication School (or equivalent university education)

• Minimum of 2 years of experience in a similar role: trainer, digital project manager, customer service, change management...

• Outstanding oral and written communication skills both in English & French and Spanish is a plus!

• A good knowledge or experience in retail is a real plus!

Other requirements

• Creativity, curiosity, and a sense of innovation, with the ability to maintain and enhance our support solutions

• Organized and methodical, with the ability to manage multiple clients and projects simultaneously with strong project management skills

• Excellent relationship-building skills with key stakeholders and proven experience cultivating productive executive champion relationships

• Flexibility and understanding of the culture of a fast-paced, commercially oriented tech company, with openness to all ideas and a commitment to continuous improvement

• Highly responsive and service-oriented attitude, accustomed to working in an international environment, action-motivated

• Ability to create and maintain strong working relationships Collaborative team spirit combined with the ability to work independently

• Practical sense and strong customer relationship intelligence

• Excellent communication skills, both verbal and written, ease in leading meetings, and the ability to adapt to all types of interlocutors

• Desire to make a difference, motivated by our social impact in the retail world a fluent level of English will enable you to benefit from the company's international development with our English-speaking clients.

Reporting Line

In this role, you will report directly to the Head of Professional Services

What Goodays offers you

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

• A great and diverse team of professionals who are talented, fun, supportive, open, communicative, and who you can learn from and share with

• Fun and challenging working environment with significant opportunities for career growth and development

• An international environment

• Attractive salary package including excellent pension, health insurance and life insurance

• Open and inclusive working environment including flexible hours and parent-friendly options