Customer Care - Senior (Platform Adoption Specialist) - CDI - Paris - F/H/X

We are seeking a highly motivated and customer-centric Customer Care - Senior ( Platform Adoption Specialist) to join our dynamic team to manage our international customers from our HQ based in Paris. As a Customer Care - Senior ( Platform Adoption Specialist), 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. As a Senior Specialist, your role goes beyond individual performance. You will act as a multiplier by defining and upholding the "Gold Standard" for our documentation and processes. You will mentor junior team members and foster a high-performance culture of knowledge-sharing. YOUR PROFILE : 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, and creating virtuous real estate. They embody our four core values: drive, commitment, righteousness and goodwill, 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 Regular social events (Onboarding with all Deepkies France and International, celebrations) In-house training Alan health insurance 10€/lunch on voucher card per day worked (55% paid by the employer) 50% reimbursement for the public transportation or sustainable mobility package International environment Access to Speex (language learning platform), to Well-pass (ex-Gymlib) platform and Ekie platform (legal advice) Dynamic and passionate ecosystem where everyone's initiatives have their 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