Freelancer profile translated to English.

Description

Consultant Senior Customer Success Manager & Scrum Master

With 18 years of experience driven by common sense, closeness, and adaptability, I naturally bridge the gap between your field users and your technical teams to maximize the adoption of your solutions.

My CSM Approach:

• Tailored & Welcoming Onboarding: Guiding change to reassure users and secure the use of your SaaS tools.

• Proactive Listening: Identifying real needs upstream to anticipate friction points and optimize retention (ARR).

• Technical Translation: Thanks to my Fullstack and Scrum Master background, I properly qualify dysfunctions and translate client feedback into clear User Stories for your developers.

📊 Some Concrete Benchmarks:

• +400 deliverables and 40 projects managed end-to-end.

• 85% loyalty rate on my consulting missions.

• 70% of my administrative time optimized thanks to generative AI, allowing me to fully dedicate myself to human relationships and listening to your clients.

Based in Nantes, I am available to support you on-site or remotely. Let's simply discuss your next challenge!

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Nantes (up to 50km), Dax (up to 10km), Paris (up to 10km), Bordeaux (up to 10km), Lyon (up to 10km)

FULLSTACK - REVEL'HOME
DEVELOPER INTERN
SOFTWARE PUBLISHING
January 2025 - January 2025
Nantes, France
Discovery internship behind the scenes
Stack: HTML - CSS - Javascript
Relational databases
Code review/Pair programming
B2B SaaS Database Code Review Pair Programming Scrum
ENTREPREUNARIAT
Support and Consulting
January 2020 - December 2023 (3 years and 11 months)
Positioning & Consulting: Supporting individuals and organizations in
transformation and change management cycles.
Active Listening & Client Discovery: In-depth practice of gathering
needs, identifying expectations, and building long-term trust relationships.
Business Development: Complete management of the prospecting and
customer loyalty cycle.
Change and Transformation Management Change Management Support Needs Gathering and Formalization Customer Loyalty Business Development
ALILA
PROJECT MANAGER MOA - CLIENT QUALITY MANAGER
January 2018 - January 2020 (2 years)
Nantes, France
Management and loyalty of complex portfolios: Support for Key Accounts and multi-level stakeholders (management, technical managers, field teams). "Zero Friction" oriented approach.
Scoping and monitoring needs: Gathering client expectations, formalizing specifications, arbitrating priorities, and end-to-end validation monitoring.
Cross-functional coordination: Steering and aligning multiple internal and external stakeholders to ensure deadlines and quality requirements are met. Strategic Reporting: Developing summaries, reports, and activity reports to facilitate decision-making and ensure total transparency.
Customer Success Management Project Management Team Management Key Accounts B2B Customer Relations