Freelancer profile translated to English.
Back to original languageAbout Anne
Curious, creative, and empathetic, I am currently Head of Customer Success in an international start-up, managing a team of 8 people, including one based in the United States. In my free time, I enjoy helping companies better understand the challenges of Customer Success, a recent, rapidly growing, and strong differentiating service for a company.
With over 5 years of experience in Customer Success, combined with 2 years in HR consulting and one year as a freelance UX Designer, I have worked in start-ups and scale-ups and have faced issues of scalability, internationalization, and new product launches that strongly impact the Customer Success team, often without them having time to prepare.
Tools mastered: Zendesk, Salesforce, Airtable, Crisp (equivalent of Intercom), Slack, Notion, Sendinblue, Zapier
Whatever your profile, do not hesitate to contact me so that we can together better understand the challenges of your Customer Success team and find solutions to make it as effective as possible.
I can assist you in the following areas:
- Definition of realistic and ambitious goals for your teams, encouraging initiative
- Selection of relevant KPIs to evaluate the evolution of your customer satisfaction and the performance of your employees
- Adoption of the best tools to be effective in ticket management and coordination with your technical team
- Audit of your processes and proposal of actions to implement to optimize your customer experience
- Identification of best practices for scaling your processes and practices
- Preparation for new product launches
I also offer individual coaching in the Customer Success profession. Coaching can focus on a specific area or cover all fields of Customer Success expertise.
Do not hesitate to contact me!
French
Native or bilingual
English
Fluent
Spanish
Conversational
Can work on-site
Paris (up to 50km)
Experience
- Freelance sur 5euros en UX DesignFreelancer on 5euros for UX DesignTECHMarch 2020 - Today (6 years and 5 months)
- ImplicityHead of Customer Success - InternationalTECHJanuary 2020 - Today (6 years and 6 months)Paris, France
- JobTeaser - FranceSenior Customer Success Manager - Relationship with Schools & Universities - FranceE-COMMERCEJanuary 2017 - January 2020 (3 years)Paris Area, France- Onboarding and deployment of the Career Center tool to a portfolio of 60 to 200 institutions (KPI monitoring and optimization, customer satisfaction)- User Research on the university target in collaboration with UX Designers (focus groups, interviews, persona creation, and identification of major needs)- Facilitation of steering committees with institutional decision-makers- Creation of a Help Center dedicated to institutions for using the Career Center in French and English (over 18,400 visits 6 months after deployment)- Reference for the university team on the Salesforce tool: onboarding teams and project management for new features- Implementation of scalability actions to facilitate the support of our 600 institutions- Organization of cross-functional projects within JobTeaser to engage and retain the community of partner institutions- Lead generation for the sales team
Recommendations
Be the first to recommend Anne
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Professional Diploma in UX DesignUX Design Institute2020Professional Diploma in UX Design, University-accredited qualification in UX Design. - bring a user-centered mindset to product design projects - prepare and conduct a variety of user research studies to develop a broad and deep understanding of user goals and problems - use a number of analysis frameworks to clearly articulate the existing customer experience - design common desktop and mobile workflows such as registration, onboarding and payment - design and build high-fidelity prototypes using popular prototyping tools and annotate wireframe specifications for developer handover
- Master in management, Business SchoolAudencia2015Exemples de cours suivis: Marketing, Ressources Humaines, Gestion financière, Comptabilité, Droit fiscal, Gestion de projet et Contrôle de gestion Majeure Finance en anglais (30% Finance de marché, 70% Finance d'entreprise) Electifs: audit interne - contrôle interne/risk management