Customer Success Team Manager

• Sep 2023 - Present

Senior Customer Success Manager

• Jan 2023 - Present

Head of Customer Success

• Oct 2020 - Dec 2022

- Scaling, leading and growing up the Customer Success Team - Managing a portfolio of over 35 clients worldwide - Process implementation : Ticketing, Support, Sales - CSM Handover, Customer journey, Customer satisfaction (NPS, CSAT) - Pre-Sales support. Technical demo and formalization of the offer - Account management on strategic customers - Product Management support. Follow product developments in the pre-prod and prod worlds and ensure quality new functionalities and data (data QA) - Help InUse clients translate business use cases into digital services, thanks to the use of data science (data analysis, relevant and attractive visualizations, pattern detection) Show less

Technical Customer Success Manager

• Jan 2020 - Sep 2020

- Manage all the configuration aspect of Ermeo solution all along client lifecycle - Coordinate acceptance testing - Manage, coordinate and support other teams in all tasks related to implementation matter - Autonomize client on their specifics use case - Support and guide the clients to connect Ermeo with their IT System - Optimize onboarding process - Contribute to build best practices and a knowledge base (training material, design templates, implementation packages ...) - Manage all the configuration aspect of Ermeo solution all along client lifecycle - Coordinate acceptance testing - Manage, coordinate and support other teams in all tasks related to implementation matter - Autonomize client on their specifics use case - Support and guide the clients to connect Ermeo with their IT System - Optimize onboarding process - Contribute to build best practices and a knowledge base (training material, design templates, implementation packages ...)

Associate Professor Masters of Communication, Social Media Strategy and E-Business Strategy

• Aug 2019 - Jan 2020

- Pedagogical management of the program - Sourcing, coordination and follow-up of 50 speakers - Training of master and bachelor students - Strategic monitoring - Pedagogical management of the program - Sourcing, coordination and follow-up of 50 speakers - Training of master and bachelor students - Strategic monitoring

Marketing Consultant

• Apr 2019 - Aug 2019

- Consulting missions for companies in all sectors (AG2R, ILV...) - Display campaign management (Facebook, Google) for an SME - Consulting missions for companies in all sectors (AG2R, ILV...) - Display campaign management (Facebook, Google) for an SME

Marketing Consultant

• Oct 2018 - Apr 2019

- Consulting missions for companies in all sectors (Peugeot, Margo Group...) - Launch and management of a shop on the Amazon marketplace for Camille Vegan Bags - SEO audit and strategic recommendations of the EFFIA website - Consulting missions for companies in all sectors (Peugeot, Margo Group...) - Launch and management of a shop on the Amazon marketplace for Camille Vegan Bags - SEO audit and strategic recommendations of the EFFIA website

Engineering Project Manager

• Nov 2015 - Sep 2018

- Management of a customer portfolio - €1 million (Nestlé, Coca Cola...) - Responses to calls for tenders and pre-sales support - Design of tailor-made technical solutions - Sourcing and management of suppliers, service providers and subcontractors - Deployment and training of customers until complete transfer to the after-sales team (production of documentation and technical specifications) - between 7 and 10 projects per year - Competitive and technological intelligence - Management of a customer portfolio - €1 million (Nestlé, Coca Cola...) - Responses to calls for tenders and pre-sales support - Design of tailor-made technical solutions - Sourcing and management of suppliers, service providers and subcontractors - Deployment and training of customers until complete transfer to the after-sales team (production of documentation and technical specifications) - between 7 and 10 projects per year - Competitive and technological intelligence

Technical Specialist & Customer Support

• Sep 2013 - Oct 2015

- Analysis and definition of customer needs (Soufflet Group, Barilla...) - Issuance of technical recommendations - Evangelization with advanced technologies to customers and prospects - Internal and external training - Technical and competitive monitoring - Analysis and definition of customer needs (Soufflet Group, Barilla...) - Issuance of technical recommendations - Evangelization with advanced technologies to customers and prospects - Internal and external training - Technical and competitive monitoring

Business Developer

• Mar 2012 - Jul 2013

- Client portfolio management - €250k - Analysis of the results and implementation of the necessary corrective measures - Feedback of field information, competition status and reporting - Market prospecting and growth segments - Implementation of the marketing and sales action plan - In charge of commercial procedures, from negotiation to contractualization with prospects and existing customers - Client portfolio management - €250k - Analysis of the results and implementation of the necessary corrective measures - Feedback of field information, competition status and reporting - Market prospecting and growth segments - Implementation of the marketing and sales action plan - In charge of commercial procedures, from negotiation to contractualization with prospects and existing customers

Technical Specialist & Customer Support

• Oct 2008 - Feb 2012

- Definition of customer needs (Sanofi, Pfizer...) - Issuance of technical recommendations - Head of new employees onboarding and customer training - Technical and competitive monitoring - Definition of customer needs (Sanofi, Pfizer...) - Issuance of technical recommendations - Head of new employees onboarding and customer training - Technical and competitive monitoring

Technical Specialist & Customer Support

• Sep 2004 - Sep 2008

- Definition of customer needs (Sanofi, Pfizer, Total...) - Issuance of technical recommendations - Head of onboarding new employees and customer training - Technical and competitive monitoring - Definition of customer needs (Sanofi, Pfizer, Total...) - Issuance of technical recommendations - Head of onboarding new employees and customer training - Technical and competitive monitoring

Service Engineer

• Sep 2002 - Aug 2004