Experience

Success Chain

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Co-Founder

  • Nov 2019 - Present

  EMEA, USA, APAC Success Chain℠ helps companies to define and refine impactful customer success programs that drive win-win growth for customers and vendors. We empower mutual success through collaborative and proven customer success and change management methodologies. We offer bundled and customized coaching, consulting and training programs to customer success leaders and their teams. Our services are aligned with the Customer Success Competency Standard and accredited by the Customer Success Association.



Customer Success Excellence

• United Kingdom
• Events Services

• Customer Success Excellence Judge

  • May 2022 - Present

  EMEA I'm honoured to be among the judges of the Customer Success Excellence Awards. They take place annually in different regions to reveal and celebrate those professionals of customer success moving our profession forwards.



IÉSEG School of Management

• France
• Higher Education
• 500 - 600 Employee

• Professor of Customer Success

  • Sep 2022 - Present

  Lille I design and deliver Master Classes in customer success to international business students at IESEG business school.



Meetup

• United States
• Technology, Information and Internet
• 200 - 300 Employee

• Founder Customer Success Meetups, Paris and Lisbon

  • Jun 2016 - Present

  Paris, Île-de-France, France Passionate about Customer Success, I have founded the meetups in Paris and Lisbon. The aim is for like-minded CS professionals to share their challenges and best practices. Prior to Covid, we met on a monthly basis, hosted by companies that have adopted customer success. We now organise regular remote meetups around different CS topics. Come and join us!



Engage Paris

• France
• Technology, Information and Internet
• 1 - 100 Employee

• Co-Founder

  • Oct 2018 - Present

  Paris Area, France Engage Paris est un événement annuel pour réunir les professionnels de Customer Success francophones. Il s'agit d'un événement en français pour apprendre et partager sur les challenges et bonnes pratiques sur le customer success. Il s'agit aussi d'un lieu convivial pour agrandir son network avec des professionnels de ce métier en pleine expansion.



Success Track Enterprise

• France
• Business Consulting and Services

• Customer Success Leader, Founder

  • Aug 2016 - Present

  Paris, Île-de-France, France Success Track Enterprise (now evolved into Success Chain) provides advisory services to help companies define and refine their customer success organizations. Through a pragmatic framework (OPT-IN²), we help create a mutual growth machine for suppliers and their customers: 1) Helping your customers be successful in achieving their expected business outcomes 2) Generating greater revenues, profitability, reputation and success for suppliers Operating on an international basis… Show more Success Track Enterprise (now evolved into Success Chain) provides advisory services to help companies define and refine their customer success organizations. Through a pragmatic framework (OPT-IN²), we help create a mutual growth machine for suppliers and their customers: 1) Helping your customers be successful in achieving their expected business outcomes 2) Generating greater revenues, profitability, reputation and success for suppliers Operating on an international basis, Success Track Enterprise offers customer success consulting, coaching, mentoring, training and career evolution services: -Web site: https://successtrackenterprise.com -Online and instructor-led CS training and certification programme for suppliers (customer success teams and customers): https://successchain.net -Le blog Customer Success : http://customer-success.fr/en -Some consulting and mentoring collaboration references: Akeneo, Koble, Outsystems, Deolan, Cegid, Agorapulse, Isabel Group, Behavioural Response, Shopify, Dataiku, Github, Rentalcars, Rocket School, Grenoble Business School, H2 University,... Show less



European Customer Experience Organization (ECXO)

• Germany
• Industry Associations
• 1 - 100 Employee

• Ambassador & Founding Member - French Chapter

  • Dec 2020 - Present

  Paris, Île-de-France, France I am one of the French ambassadors to help promote customer experience in Europe. ECXO is an open community to bring together and make shine companies and CX/CS individuals in Europe.



Canopy Community

• Portugal
• Venture Capital and Private Equity Principals
• 1 - 100 Employee

• Coach in Customer Success

  • Mar 2019 - Present

  Lisbon, Portugal



Rocket School

• France
• Professional Training and Coaching
• 100 - 200 Employee

• Customer Success Professor

  • May 2020 - Sep 2022

  Paris, Île-de-France, France I have designed and delivered the customer success course which awards a Bachelors Degree, the first-ever dedicated Bachelors in customer success in the world.



Nalia

• France
• Software Development
• 1 - 100 Employee

• Customer Success Advisor

  • Feb 2020 - Sep 2022

  Paris, Île-de-France, France I am a customer success advisor for the innovative French startup Nalia. Nalia helps recurring revenue companies predict churn and expansion via a plugin that uses artificial intelligence on customer data.



Everwise

• United States
• Software Development
• 1 - 100 Employee

• Mentor in Customer Success

  • Nov 2017 - Sep 2022

  Europe, USA I help professionals with their business challenges to become customer-centric: customer success, customer experience, internal change management challenges.



CSMastermind - Now Part of Success Chain!

• United States
• IT Services and IT Consulting

• Co-Founder

  • Mar 2019 - Jan 2021

  Europe, USA Customer Success Mastermind has now evolved to Success Chain. The on-going education content in Customer Success Mastermind has been combined with a collaborative education program for both suppliers and customers to generate win-win outcomes and growth. Customer Success Mastermind initial offering: customer success online training, live-instructor sessions, coaching, toolkits, resources and certification you need to excel through every stage of your customer success career.



Customer-Success-Europe

• Co-Founder

  • Feb 2017 - Aug 2018

  County Dublin, Ireland Customer-Success-Europe (now merged with Customer Success Network) is a community bringing together customer success professionals in Europe to collectively share and learn from their experiences and best practices. It unites CS professionals at regular events around Europe.



Management Consultancy

• Customer Success Leader

  • Dec 2015 - Jul 2016

  Paris Area, France As a passionate customer success leader, my goal is to partner your business teams in Europe with the means to generate added value to meet expected outcomes, generating success for your clients and your own company.



IKO System - A Sidetrade company

• France
• Software Development
• 1 - 100 Employee

• Customer Success Director

  • Mar 2014 - Nov 2015

  Paris Area, France As Customer Success Director at IKO System, I initiated the customer success organisation, associated processes and alignment with company strategy and internal teams. Our goal: partner with customers to optimise their added value of the IKO platform and its fit in their business environment to reach their expected and defined outcomes. Awarded by Gartner as Cool Vendor 2015, IKO System is an innovative lead generation tool in predictive analytics for B2B marketing and sales.



Micropole

• France
• Information Technology & Services
• 700 & Above Employee

• Intrapreneur - Change Management and Customer Success Founder/Director

  • Sep 2010 - Feb 2014

  Paris Area, France - Practice director: customer success and change management - Intrapreneur: creation of P&L centre for a new practice (customer success and change management) - Design and commercialisation of a customer success and change management methodology: B.B.C. (Boosting Business Change) - Adaptation of B.B.C. methodology to accommodate different human challenges of related software (CRM, MDM, BI, Collaboration, ECM, ERP,...) to reach business outcomes for our clients - Management of a team… Show more - Practice director: customer success and change management - Intrapreneur: creation of P&L centre for a new practice (customer success and change management) - Design and commercialisation of a customer success and change management methodology: B.B.C. (Boosting Business Change) - Adaptation of B.B.C. methodology to accommodate different human challenges of related software (CRM, MDM, BI, Collaboration, ECM, ERP,...) to reach business outcomes for our clients - Management of a team of 7 senior international change management consultants - International management consulting - change management, business analysis, process modeling and optimisation, project management (CRM, MDM, ECM, portals, business applications): - Pole client references : BNPP RE, Lafarge, Biogaran, GRT Gaz, Safran, Technip

• Senior CRM and Change Management Consultant

  • Sep 2007 - Aug 2010

  Paris Area, France - Functional customer relationship management consultant - Redesign of marketing and sales processes - Mapping of processes + needs and shortlisting with different CRM market tools - CRM change management: organisation, processes, methods and tools - Design of a CRM change management methodology - Client references: Caylon, Tarkett, Fortis, Ageas, EIM Hedge Funds



Alcatel-Lucent Enterprise

• France
• Telecommunications
• 700 & Above Employee

• International Change Manager (Sales Processes)

  • Feb 2004 - May 2007

  France - Alcatel University - change management for corporate sales processes and tools (CRM + tendering) - Definition and implementation of the change management strategy and plans - International roll out - EMEA, USA and Asia - Change management and on-boarding of Lucent and Nortel sales teams - Training approach and conception of training material (why, what, how, organisation, process, tools)



UNESCO

• France
• International Affairs
• 700 & Above Employee

• Digital Marketing and Communication Consultant

  • Jul 2003 - Jan 2004

  Paris - Benchmarking of the marketing approach for the Web sites of UNESCO and the OCDE (Paris). - Aim - vulgarise the missions of each organisation to the general non-specialist public. - Analysis and benchmarking of the two Web sites. - Auditorium presentation of analysis and recommendations to UNESCO and OCDE - 40 stakeholders



Radiall

• France
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Customer Service and CRM Manager

  • Jul 1999 - Jan 2003

  France - CRM Project Manager - Europe and USA. - Implementation and optimization of client-facing processes (quality follow-up, customer relationship after sales, supply chain, European intracommunity tax ...). - Design and orchestration of the client-centric process for the transfer from French Francs to Euros.

• Export Sales Manager

  • Oct 1992 - Jun 1999

  France - Responsible for export sales in geographical areas (Middle East, Europe, Australia, Asia). - Participation in business development activities : - Launch of new products and solutions. - Contribution in the creation of an international joint venture (U.S.A) and subsidiary (Japan).



HELLA

• Germany
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Quality Assurance Manager

  • May 1990 - Oct 1992

  France - Introduction and follow-up of a client quality process between the German HQ and the French subsidiary - Provision of quality coordination services to French car manufacturers (Renault, PSA)



Safran

• France
• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Export Sales Manager

  • Oct 1988 - May 1990

  France - Sales devlopment for Middle East and Africa - Responsible for sales development across a network of agents - Set up of the UK subsidiary - Supervision of export sales processes