Freelancer profile translated to English.
Back to original languageAbout Charlene
Senior Customer Success Manager | Expert Structuring & CSM Foundations
About Me
Senior freelance Customer Success Manager with over 10 years of experience, specializing in structuring and creating foundations for Customer Success services.
As a CSM expert, I support companies looking to establish or optimize their customer retention strategy and create exceptional customer experiences.
My Key Skills
- Customer Success Service Structuring: CSM Consultant specializing in creating foundations and organizing Customer Success Management teams
- Retention Strategies: Design of personalized customer onboarding programs and optimized Customer Success processes
- Analysis & Performance: Implementation of Customer Success KPIs, analysis tools, and CRM to maximize customer retention
- Communication & Training: Customer Success Trainer, developing CSM team skills
- Proactive Resolution: Success Manager expert in anticipating needs and providing excellent customer service
- Cross-functional Collaboration: Synergy between sales, technical, and Customer Success teams for fluid communication
My Approach
As an expert in Customer Success structuring, I am committed to understanding your needs to create solid foundations for your CSM service.
I implement key performance indicators and organize training sessions to ensure complete mastery of Customer Success Management processes.
Why Work With Me?
If you are looking to establish or strengthen your Customer Success service, I am the CSM consultant for you. My expertise in structuring allows me to create solid foundations for your retention strategy, ensuring the lasting satisfaction of your customers.
Available throughout France (Montpellier + remote work)
Contact me to structure your Customer Success!
French
Native or bilingual
English
Fluent
Can work on-site
Montpellier (up to 50km), Paris (up to 10km), Marseille (up to 50km), Toulouse (up to 50km), Perpignan (up to 50km)
Experience
- HOLIVIAHead of Customer Success for Key Accounts & Large EnterprisesHUMAN RESOURCESMay 2022 - Today (4 years and 1 month)Montpellier, FranceHolivia's mission: to put mental health at the heart of your organization. 1st CSM at Holivia- Creation of the CSM department: Customer success journey, internal processes, development of impact KPIs- Training and support of the CSM team: 3 CSMs- Project management: Project manager from the signing of the first contract, deployment, change management- Retention: Identifying needs and providing tailored support to clients in improving their teams' well-being- Responsible for client relations for large enterprises and key accounts (SNCF, Vinci, EDF, Dalkia, etc.)
- PeopleSpheresManager of Customer SuccessHUMAN RESOURCESMarch 2021 - May 2022 (1 year and 2 months)Montpellier, FrancePeopleSpheres is a startup that has been publishing the first HR PaaS (Platform As A Service) since 2015. HR professionals build their own tailor-made HRIS: they choose the best software modules on the market to connect them to our platform. Achievements:- Improvement and development of CSM department processes (touchpoints, client segmentation, support, CRM structuring, inter-departmental communication, etc.)- Simplification of complex issues between needs and product- Development of product adoption among our clients (+10% revenue in 1 year)- Co-creation of an ambassador program- Management of disputes and tripartite negotiations (client, provider, company)- Creation, deployment, and analysis of client satisfaction statistical reports. Presentation and proposal of improvements in management committee meetings
- FNSEACommunications Officer and Training ManagerCIVIC AND SOCIAL ORGANIZATIONSMay 2015 - September 2020 (5 years and 4 months)Lattes, FranceThe National Federation of Farmers' Unions (FNSEA), founded in 1946, is the majority professional union in the agricultural sector in France. Achievements:- Retention and development of union members (farmers in Hérault +17% in 5 years)- Political communication: creation of arguments and speeches for the President and Secretary-General of the union, press relations manager- Negotiations and management of dispute cases between members and the administration (dgfip, msa, etc.)- Head of the training organization (SGS certified): team management (5 people), revenue development (+22%), and satisfaction
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Education
- Master 2 in Media & Communication Marketing, Marketing / SalesMontpellier Management2021Master 2 Marketing Médias & Communication, Marketing / Vente
- Master's degree in Engineering, Plant BiotechnologyUniversité Paul Sabatier Toulouse III2012Master en ingénierie, Biotechnologies Végétales