Freelancer profile translated to English.

Description

#tech #SaaS #marketing #UX #digital #startup #french #english

Passionate about customer relations, digital, and process optimization, I have gained valuable experience in Customer Care and Customer Success within SaaS startups.

Offering a fresh perspective on the projects entrusted to me, I step back and apply my skills to challenge the services offered to clients, but also to help you optimize your time and resources:

- Development of customer journeys

- Implementation of tools for assessing customer satisfaction

- Definition of key KPIs

- Benchmarking

- Implementation of automation tools

- Writing communication materials

- Structuring your customer service

...

I propose a plan in line with your objectives and your brand image!

Languages

English
Native or bilingual
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Innovorder
Team Leader & Manager - Customer Care
SOFTWARE PUBLISHING
April 2022 - Today (4 years and 2 months)
Paris, France
Innovorder
Customer Care Manager
SOFTWARE PUBLISHING
August 2020 - Today (5 years and 10 months)
Paris, France
-> Technical Customer Support
.Technical customer support via Zendesk, Aircall, Intercom tools
.Reporting and follow-up of product and technical requests

-> Customer Autonomy
.Posts via Intercom
.Writing FAQ articles

-> Process Improvement
.Simplification of tasks and internal communication
.Automation
.Case study using the LEAN method
Communication Writing Customer Relations IT Support Customer Journey
Haloha
Customer Success Manager
SOFTWARE PUBLISHING
April 2019 - December 2019 (9 months)
Paris, France
-> Customer Focus
.UX optimization via multi-channel support - custom bot creation, A/B testing, knowledge base writing
.Client portfolio management and support for achieving user event objectives
.Implementation of tools to gather feedback - CES, CSAT, NPS

-> Product Focus
.Continuous improvement of onboarding and UX on the platform
.Reporting support tickets to the technical team and monitoring resolutions
.Building the product roadmap with the product team
.Implementation and management of KPIs

-> Communication
.Website writing
.Writing support materials - software onboarding assistance
Customer Experience Customer Journey Writing Customer Relations KPI Intercom Pipedrive Slack

Check out Claire's experience

Agatha Frydrych

Backend Java Software Engineer

4.7

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Baptiste Duhen

Fullstack developer

4.6

(4)

Amed Hamou

Senior Lead Developer

(2)

Audrey Champion

Web developer

4.3

(3)

Signup to reveal

MSc International Marketing & Business Development
Skema Business School
2020
Brand management Innovation & creativity Strategic marketing Consumer insights Operational marketing Sales & business development. Electifs : E-commerce, Data Analytics, Perfect Pitch, Digital Growth
Master II Entrepreneurship
Paris School of Business
2015

Operations Executive

Claire H.

Customer Care Manager - tech & support client

About Claire

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