Freelancer profile translated to English.

Description

Responsible for customer success with over ten years of experience, I enjoy managing a client portfolio by combining consulting, support, and development. Close to the field, I strive to understand their concrete challenges in order to respond to them effectively. My goal: to ensure customer satisfaction and loyalty while identifying growth levers. I am involved in KPI monitoring, user training, and the implementation of tailor-made solutions. Pragmatic, results-oriented, and passionate about customer relations, I enjoy co-creating with my clients and supporting them in achieving their goals.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

SVP GROUPE,
Customer Success Manager
LEGAL
March 2023 - Today (3 years and 3 months)
Paris, France
Management of a portfolio of 120 clients, implementation of satisfaction surveys and usage monitoring which led to a 15% reduction in churn. Identification of upsell and cross-sell opportunities. Monitoring of KPIs (CSAT, NPS, CES) via the Eloquant SaaS platform. Development of regular reports for managers (SVP SAS and HRIS). Client training and support for the adoption of project optimization solutions.
KPIs CRM Training
SCHOOL,
Customer Success Manager (Training)
November 2022 - December 2022 (1 month)
94200 Ivry-sur-Seine, France
(RNCP Level 6 Certification – “Digital Project Manager”) Intensive bootcamp with practical case studies delivered by partner startups. Start-up and scale-up ecosystem, SAAS solutions, knowledge of Customer Care and its current challenges, different types of clients and communication, implementing a customer success strategy. Implementation of upsell and cross-sell techniques. Defining KPIs, how to prepare client onboarding, avoiding churn and renewal.
OPTIM EMPLOI,
Business Relations Officer (Hybrid Remote Work)
October 2019 - July 2021 (1 year and 9 months)
Paris, France
Management of a portfolio of 50 B2B/B2C client accounts, integration and configuration of new client accounts in GTA. Regular field visits for follow-up and loyalty. Recruitment and presentation of candidates to clients. Coordination of schedules, employment contracts, and timesheets. Increased customer satisfaction by 20% through improved responsiveness and enhanced follow-up. Organization and facilitation of training sessions on CRM usage (GTA/PLG) for employees and the Extranet for clients.
Client Portfolio Management Recruitment Versatility