fabriq

Customer Success Team Manager

Senior Customer Success Manager

InUse

- 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)

Head of Customer Success

Ermeo

- 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 ...)

Technical Customer Success Manager

IIM - Institut de l'internet et du multimédia

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

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

Frisco

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

Marketing Consultant

MBA MCI

- 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

Diversey France

- 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

Engineering Project Manager

Rondo Inc.

- 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

Technical Specialist & Customer Support

STEPHAN Machinery

- 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

Business Developer

Tecniplast

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

🖥 Tech and Digital Passionate - Customer and Data Oriented 🚀

- 19 years' experience in B2B customer support in international companies
- Appetence for digital projects, new technologies, SaaS and data
- Hybrid profile with customer experience, business, technical and interpersonal skills


Ultra-cyclist and Runner
Live Fast, Take Risks 🚴‍♂️

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