Freelancer profile translated to English.

Description

New to Malt, I put my expertise to work for your projects, whether for one-off missions or regular follow-up.

Whether you need support for pure Customer Success (onboarding, adoption monitoring), a helping hand with your after-sales service to clear your inbox, or a more in-depth loyalty strategy, I adapt very quickly.

My areas of intervention:

Customer Success Management (CSM): Onboarding new clients, product adoption monitoring, and satisfaction analysis

Loyalty & Retention: Anti-churn strategies, contract renewal management, and upselling

B2B Portfolio Management: Steering strategic accounts and maintaining long-term trust relationships

Premium Customer Service & After-Sales Service: Handling complex requests, dispute resolution, and optimization of support processes

Feel free to send me a message to discuss your needs. I'll be delighted to help you grow your client community.

See you soon!

Céline

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Contexte
Senior Account Manager (since 2023)
PRESS AND MEDIA
May 2022 - Today (4 years and 1 month)
Paris, France
Portfolio Management and Development: Managed approximately 250 B2B accounts with a strategy focused on retention, upselling (upgrading), and cross-selling.

Strategic Support: Advised and supported clients in the optimal adoption and use of monitoring tools.

Complete Client Lifecycle Management: Responsible for onboarding, customer success, contract renewals, and service quality.

Cross-functional Coordination: Close collaboration with marketing, technical, product, and content teams to deliver tailored solutions.

Training & Engagement: Led client training sessions to maximize perceived product value and long-term engagement.

Internal Leadership: Onboarded and trained new team members.

Salesforce Referent: Ensured data quality, reporting consistency, and adherence to CRM best practices for the team.
Customer Relationship Management (CRM) Customer Service Management B2B Client Portfolio Management Customer Service B2B Business Development
Expedia
Account Manager
HOSPITALITY
August 2019 - March 2021 (1 year and 7 months)
Paris, France
Growth Management: Responsible for revenue growth of a portfolio of approximately 150 accounts (Normandy and then Paris markets), achieving quarterly objectives based on precise KPIs.

Strategic Management & Negotiation: Daily and strategic management of partners, including contract negotiation and definition of personalized growth plans.

Key Account Relations: Developed strong relationships with strategic external partners (international and local hotel chains) and coordinated with internal departments (Marketing, Merchandising, Finance).

Events & Networking: Organized and led workshops in the Paris and Normandy markets to foster partner engagement.

Leadership & Mentoring: Supervised and trained Junior Account Managers to optimize their high-impact actions and skill development.
B2B Client Portfolio Management Digital Business Development Customer Success & Loyalty B2B Business Development
Expedia
Junior Account Manager
HOSPITALITY
November 2017 - July 2019 (1 year and 8 months)
Paris, France
Revenue Optimization: Managed performance and revenue growth for a portfolio of approximately 250 partners through strategic pricing and inventory management.

Support & Training (Customer Success): Trained partners on technological tools and extranet usage to maximize their autonomy.

Revenue Management Consulting: Analyzed market indicators and provided strategic recommendations to optimize partner production.

Sales Negotiation: Implemented merchandising offers and promotional campaigns to achieve growth objectives.

EMEA Project Management: French market lead for an internal coordination project across the European region (EMEA).
Customer Success & Loyalty Digital Business Development Customer Relationship Management (CRM) B2B Client Portfolio Management B2B Business Development