Freelancer profile translated to English.

Description

With over 8 years of experience in Customer Success and team structuring, I support companies looking to improve their customer experience, optimize their processes, and accelerate their growth.

My expertise:

• Structuring or redesigning a CS department

• Implementing processes, playbooks, and tools

• Reducing churn and optimizing client portfolios

• Implementing and managing prospecting (processes, scripts, tools, training)

• Operational optimization: audit, organization, automation, KPIs

My working style:

Pragmatic, structured, and results-oriented. I combine strategic vision, interpersonal skills, and operational execution. I can take a project from A to Z and create simple, effective processes adapted to the field.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 15km)

Telescop
Customer Success Manager - Team Leader
SOFTWARE PUBLISHING
January 2021 - July 2025 (4 years and 6 months)
Paris, France
- Implemented the customer success department (strategies and processes)
- Created content (macros, white papers, presentations, FAQs)
- Recruited and managed a team of 5 people
- Managed a client portfolio of +1M ARR
- Managed support and implemented various channels (chatbot, Aircall, ticketing)
- Implemented and managed CRM (HubSpot, workflow creation)
Customer Relationship Management Portfolio Management Upsell Team Management Automation
Restaurant l'Ecluse
Communication Manager
RESTAURANTS AND FOOD SERVICE
January 2019 - April 2024 (5 years and 3 months)
- Developed the business plan and financial and strategic analysis dashboards
- Created the restaurant's visual identity
- Designed a creative mood board used as a working basis for architects in the bar's design
- Defined the graphic charter
- Developed the overall communication strategy
- Created and managed content (online & offline) with regular updates
- Designed the website with a booking module and monitored its evolution
- Optimized natural referencing (SEO) and monitored performance
wordpress communication Digital Communication Communication Strategy Content Marketing
Le snack
Business Creation Support
RESTAURANTS AND FOOD SERVICE
January 2020 - March 2020 (2 months)
Aix-les-Bains, France
Supported two partners in the creation and management setup of their company:

- Business Creation (Consulting, drafting statutes, registration, and other formalities)
- Administrative and accounting assistance (Implementation and deployment of management tools (HR tracking, inventory, hygiene and safety regulations, and accounting))
- Financial steering (Budget establishment and dashboard creation)