Agathe Renard

Didask

Customer Success and Operations Manager

lempire

🗝️ Key achievements:

→ Bring relief to the CS team by implementing IA and bots on tickets:
-20% tickets by agent /day

→Scale CS team by building and maintaining an automated workflow and Pipeline for Key accounts:
X points improvement in customer health
Churn decrease of X %
Decrease of CS manual tasks of +60% , improvement of productivity.

🎯 Interface between Customer Support and Product/Tech/Technical Support
- Build and maintain a CS roadmap and prioritize projects.
- Worked in squad with product for new feature releases.
- Acted as an intermediate escalation level.
- Provided expertise to the Customer Support team members when required.
- Contributed to qualifying bugs and testing new features.

🎯 Amplify the impact of the Customer Support team
- Supported team coaching & enablement.
- Responsible for internal training on product knowledge.
- Responsible for the improvement of the Help Center

🎯 Foster Agencies success
- Responsible for the overall Agency Customer Experience & Satisfaction.
- Fed Product & Business with insight from Agencies to always improve their experience using lempire products.

🎯 Automation, bots and processes
- Built automations to bring relief to the CS team.
- Introduced, monitored and trained IA bots for chat support.
- Built and maintained processes for cross-functional team work.

Customer Operations

🗝️ Key skills:
- Discovery calls Agencies and key accounts.
- Continuous discovery methods.
- Initiate user research to improve the product and enhance user experience and satisfaction.
- Research into market trends and competitors.
- Expertise in effectively communicating complex ideas to a diverse audience.
- Problem solving oriented
- Analysis of user feedback

💡 More about my day to day missions:
- Developed, monitored and reported on dashboard metrics.
- Developed and maintained successful relationships with customers to ensure maximum customer retention and satisfaction.
- Oversaw customer onboarding, ensured a smooth transition of the customer to successful use of the product/service.
- Monitored customer support tickets/issues and took appropriate action as needed.
- Partner with products, sales, marketing and dev teams to enhance customer experience.
- Implemented new processes and policies to continuously improve customer success initiatives.
- Developed custom training and education materials for new and existing users.
- Gathered and interpreted user feedback.
- Educated customers on best practices for product utilization.
- Hosted webinars, support and educational calls for product success.

International Customer Excellence Expert

BONAVERI France

Exclusive French distributor for the Italian company Bonaveri, specialized in the manufacture of high-end display mannequins and busts. 
- Managed end-to-end B2B customer relationship management for luxury retail clients.
- Oversaw the successful delivery of customized projects for key accounts, ensuring on-time delivery and high customer satisfaction.
- Coordinated project timelines, logistics, and client communications for international orders.
- Acted as the main point of contact between clients and internal teams, facilitating seamless project execution.
- Managed CRM tools and provided customer data insights to improve service quality.
- Developed content for client-facing newsletters and social media campaigns.

Executive Sales Assistant

International Customer Excellence Expert at lempire - $10M ARR without any funding 💵

Experienced operations and customer success expert with over 9 years in high-paced, customer-focused roles. 
Proven ability to streamline processes, implement automation, and build effective cross-functional workflows. 
Highly organized with exceptional attention to detail and a strong ability to analyze data and implement improvements. 
Passionate about delivering high-quality service, solving problems and fostering client satisfaction.

International Sales and Support Expert

Mickael Faivre-Maçon

Leading a 150M$ scale-up technical team toward the goal of becoming a French unicorn is extremely motivating! Let's go!

Privacy, data protection and ethics.

[GDPR]

Data Protection Officer

In the Product Trio (Product Manager / UX responsible / story shaper) the shaper has a technical knowledge of the product (here lemlist) and is in charge of insuring its technical and functional integrity. It's a mix between a scrummaster, a functional responsible and a project leader. He is accountable for the delivery.

In charge of 
- features department alignment and communication for lemlist product
- story shaping and prioritization for developers
- product development follow-up

lemlist story shaper (functional responsible)

Software developper @lemlist, the most comprehensive sales automation platform on the market.

✅  The best deliverability on the market. Consistently land in the main tab of your prospects' inbox 👍

✅  Close more deals by engaging with your leads across multiple channels (email, social, call..)

✅  Ultra customization of your messages, beyond the simple {fistname} or {companyName} variables, create custom landings, images and videos! ✨

Over 10,000 companies like UBER, SUMO, ZENDESK, SHAPR and others use lemlist to add a much-needed personal touch to their outreach without losing the ability to send emails at scale

Senior Fullstack Developer @lempire | $15M ARR - 100% bootstrapped

lemlist family

Best community in the world (no, no, I'm not biased)

Member

lemverse

It's my office! I work here everyday!
You won't believe how easy remote work is with lemverse, try it!
https://www.lemverse.com/

lemverse resident 🏢

Humanité Numérique

- Développement d’un framework de développement rapide de sites prêt à l’emploi
- Développement de sites sur ce framework

(MeteorJS, mup, MongoDB, Stripe, JS, HTML, CSS, Sendgrid, WebRTC)

Freelance / Project Leader / MeteorJS Lead Developer

GO-SENS.fr

Développement d’une plateforme pour la présentation des richesses du territoire normand avec des services informatiques pour les PME (CRM, envoi d'emails avec l'API Sendgrid, système de réservations de salles)
- gestion et développement de la plateforme
- commercial

(MeteorJS, mup, MongoDB, Stripe, JS, HTML, CSS, Sendgrid, WebRTC)

Cofounder / CTO / Project Manager / MeteorJS Lead Developer

ZAPPIK.com

Pilotage de projet sur l’application Zappik
- Développement d’une méthodologie / Process Qualité basé sur l’Agilité
- Développement d’un outil de gestion à partir de cette méthodologie
- Gestion de projets basé sur cette méthodologie (MeteorJS)
- Management de l'équipe de développeurs

(MeteorJS, mup, MongoDB, Stripe, JS, HTML, CSS, Sendgrid)

Cofounder / CTO

SQLI

Customers: Airbus, Airbus Helicoper (Eurocopter)
Teams between 10 and 33 people (devs, technical responsible, offshore tests project leaders, test teams, QA engineers)

- Guaranteeing the on-time delivery of software applications, respecting costs and quality.
- Responsible for the specifications, the architecture, the development, the tests and the support.
- Workloads and planning construction
- Leading the whole team, including functional responsible, technical responsible and developers.
- Leading offshore team
- Defining quality referencial adjustments to project context

Project Leader

Responsible of 10 people at SQLI
Annual performance evaluation
Salary negociation
Career follow-up
Support and advices in daily activities

HR Team Manager

Airbus

Project Leader assistant at Airbus on NSS part of A380 (the "light green" as we called it, coming from the color of a slide in a presentation, hello Airbus I love you !)
- managed specs and development made by a subscontrator
- lots of meetings (surprised ?)

Product Leader Assistant on A380 (for SQLI)

Aston

Back to France, I was a consultant before Aston were acquired by SQLI.
You won't be surprised if I told you that I was specialized in Unicode and how to do app localization in Chinese.

Software Consultant

Self-employed

After 3 years in a software development company, I started my own with a designer friend. I was 27 years old. We were conquering the chinese world  and having a lot of fun !

I did some ASP development backed up by C++, I was so proud to hack Microsoft technologies, ah ah.

Freelancer

CTO @lempire - building the best place to work for senior devs

Helping 1 million businesses grow @ lemlist / lempire 🔥

Experienced Project Manager and Fullstack Developer with a demonstrated history of working in the computer software industry. Skilled in People Management, Management, Scrum, Quality Assurance processes and Web Applications. Strong information technology professional with a Master focused in Artificial Intelligence (Automatic Language Processing).

I've spent 15 years as a project manager, mainly for Airbus in Toulouse. I've always coded applications even in my project manager years, filling some gaps in management tools that were used internally, mainly in C++ before 2004 and then Ruby on Rails after that.

Until I discovered Meteor in 2015. I was so in love that I left my job in 2016 to build 2 startups in 4 years around this technology that were both huge successes for my personal experience and miserable failures financially. That was so fun !

Now working @ lempire, my desire to help people grow their business is fulfilled every day.

taplio

The Battle

Agathe Renard

Mickael Faivre-Maçon

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