Senior Customer Success Manager

• Apr 2023 - Present

Ensure optimal customer service and benefits: - Guiding customers in understanding their needs and proposing appropriate features and products. - Monitor and facilitate seamless customer adoption of our technology. Provide support: - Work closely with engineers, developers and product specialists. Build and maintain strong customer relationships: - Act as a trusted advisor to customers, fostering trust and satisfaction. - Maintain ongoing relationships to ensure overall customer satisfaction. Provide proactive feedback and contribute to improvements: - Keep abreast of market trends and identify unmet needs. - Provide proactive feedback to improve our partnership with customers. - Contribute to the improvement of processes and methods, as well as the creation of useful documents and content. Identify and exploit new business opportunities: - Collaborate with sales managers to identify potential growth opportunities. - Implement effective cross-selling and up-selling strategies. Co-organize marketing events: - Work in partnership with the marketing department to plan and implement attractive marketing events. - Organize webinars, masterclasses and networking events to inspire and engage the customer portfolio. Show less

Agency Enablement Manager, France

• Mar 2022 - Mar 2023

Agency Enablement & Education: - Collaborating with global enablement and certification teams and other regions to identify touchpoints and areas of cooperation. - Develop localised education programs that cater to various agency business maturity levels and stages of the agency partner funnel. - Conduct qualitative and quantitative research to uncover growth opportunities for agency partners and establish KPIs and targets, and conduct experiments to compare results. - Inform global certification and enablement teams about the needs and growth opportunities of agency partners in France. - Create a curriculum that covers technical and business enablement of agency partners, leveraging existing resources and expanding to address regional and local content gaps. - Train agencies on our products and services, and provide up-skilling opportunities for new additions to our product and services portfolio. Regional Development - Collaborate with cross-functional colleagues from other business units and teams within Shopify and global teams on projects and deliverables that align with the regional mission. - Leverage global programs and activities in a modular fashion to benefit the region and craft. - Provide support for regional expansion plans in EMEA as needed. Show less

EMEA Training and Enablement Co-ordinator

• Aug 2020 - Mar 2022

- Ensuring New Hire training success throughout effective training and supporting nesting- Coordinating trainings accross EMEA & LaTam sites in restricted timeline - Onboarding internal new hires (from CS Specialist to Group Manager) - Streamlining training gaps and enablement processes

Quality Specialist - Trainer

• May 2019 - Aug 2020

- Monitoring and assuring quality of customer service according to company policy - Deliver training to agents- Provide detailed agent coaching and feedback on the basis of calls and cases monitored. - Responsible for following established Quality processes and policies - Provide actionable insights into top issue trends focusing on customer experience and the creation of user case scenarios - Use quality monitoring data management system to compile and track performance as team and individual level Show less

Customer Support Specialist - Quality Analyst (FR Market)

• Mar 2018 - Apr 2019

- deliver high quality, customer-centric support to Adobe Creative Cloud customers through various channels.- advise customers on the best product and subscription to meet their needs.- demonstrate the value of Adobe products, features, benefits, and price to provide tailored, empathetic solutions.- provide technical troubleshooting and research for all Adobe Creative Cloud products.- take ownership for customer resolution- research and troubleshoot customer issues - analyze trends in customer needs to identify opportunities for improvement.- take ownership and drive opportunities to completion to improve customer and employee satisfaction. Show less

Customer Service Specialist

• Mar 2018 - Sep 2018

- deliver high quality, customer-centric support to Adobe Creative Cloud customers through various channels.- advise customers on the best product and subscription to meet their needs.- demonstrate the value of Adobe products, features, benefits, and price to provide tailored, empathetic solutions.- provide technical troubleshooting and research for all Adobe Creative Cloud products.- take ownership for customer resolution- research and troubleshoot customer issues - analyze trends in customer needs to identify opportunities for improvement.- take ownership and drive opportunities to completion to improve customer and employee satisfaction. Show less

Customer Service Manager / Social Media Manager

• Nov 2013 - Dec 2017

Customer Service aspects of the role: - Chief point of escalation on customer service, both online and calls. - Acting as the link between client and the technical team in a B2B capacity. - Leading a team of 3 customer services officers across a B2C capacity. Administrative aspects of the role: - Responsible for billings and financial reconciliations, monitoring cash flows and acting as the first point in fraud detection. - Tasked with HR responsibilities, ensuring that employee happiness is maintained, issues can be escalated through the correct channels, and training organised where needed. - Other admin tasks included tracking of invoices, payroll and expenses. Digital Marketing aspects of the role: - Creating and scheduling regular relevant content across all social channels and the company blog. - Outlining a response matrix and applying it through community management and moderation of social channels. - Compiling reports via native analytics and learnings to ensure growth of channels. Show less

Assistance Officer

• Jun 2013 - Sep 2013

Greeting clients, opening, completing and following files. Preferred intermediary for English-speaking customers. Greeting clients, opening, completing and following files. Preferred intermediary for English-speaking customers.

Assistance Officer

• Oct 2012 - Feb 2013

Greeting clients, opening, completing and following files. Preferred intermediary for English-speaking customers. Greeting clients, opening, completing and following files. Preferred intermediary for English-speaking customers.

Communications Assistant

• 2010 - 2012

Event organisation, Mayor's speech writing, chief editor of the city newspaper.Creation and following up the sponsorship for the renovation of the city church (listed building)

Campsite Manager

• Jun 2011 - Oct 2011

- Greeting arriving guests, assisting with check in and check out- Taking an active role in seeing that facilities and equipment are properly maintained and used appropriately - Monitoring campground and handle any concerns or questions from guests- Resolving conflicts among campers and report problems to law enforcement as needed

Tour Guide

• Aug 2008 - Jul 2010